ITSM Incident and Problem Manager

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations. Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more. Join us to drive positive, lasting change that moves missions and the government forward! Serve as the ITSM Incident and Problem Manager for one of the largest federal financial systems, providing end‑to‑end ownership of the ITIL Incident and Problem Management lifecycle. This role ensures rapid service restoration, long‑term operational stability, and strong cross‑functional coordination across a multi‑vendor, high‑visibility environment. The Work: Oversee the full Incident and Problem Management processes, from intake through resolution and post‑incident analysis. Direct incident response across 150+ contractors and consultants, coordinating triage, escalation, communications, and service restoration across 10+ bureaus. Monitor and audit SLAs/OLAs, ensure compliance with contractual service levels, publish performance scorecards, and drive continuous improvement. Lead Root Cause Analysis and Problem Management by identifying trends, addressing systemic issues, and validating corrective actions with technical SMEs. Partner with ServiceNow teams to design and enhance ITSM workflows, including routing, prioritization, categorization, SLAs, knowledge suggestions, and reporting. Implement AI‑assisted workflows to reduce manual effort, improve documentation quality, accelerate ticket resolution, and ensure process adherence. Provide ITIL‑aligned process governance and audit oversight, ensuring compliance with federal standards and agency service expectations. Develop and maintain executive dashboards and reporting for senior leadership, offering real‑time visibility into service performance, SLA compliance, aging incidents, and operational risks. Facilitate major incident bridges, leading impact assessments, communications, and cross‑team coordination during high‑severity events. Manage the Problem Management backlog, prioritizing issues based on business impact and confirming completion of corrective actions. Lead continual service improvement initiatives, identifying inefficiencies, recommending automation, and implementing best practices. Ensure accuracy and quality of incident records, problem records, knowledge articles, and post‑incident reviews. Collaborate with Change Management so incidents and problems inform change risk assessments and future preventive actions. Support audits (A‑123, financial statement, FISCAM/NIST ITGC) by providing required evidence, procedures, and workflow traceability. Here’s What You Need: Deep knowledge of ITIL v4 practices (Incident, Problem, Change, Knowledge, SLA/Service Level, and Continual Improvement) Strong communication and stakeholder management skills in high‑visibility federal environment Experience in multi‑vendor, highly regulated, large‑scale operational settings Ability to translate technical issues into clear operational and business impacts Experience with automation tools, AI/ML‑enabled workflows, and advanced ServiceNow reporting/dashboarding As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Washington, Vermont, the District of Columbia, and the city of Cleveland . ... (truncated, view full listing at source)