Position Overview
The Junior Incident Management Coordinator plays a crucial role in overseeing the lifecycle of IT incidents within an enterprise environment. This position focuses on facilitating the rapid restoration of normal services with minimal disruption to mission-critical systems. The Coordinator is responsible for coordinating cross-functional technical teams, stakeholders, and vendors to effectively triage, prioritize, and resolve incidents based on their impact and urgency. Additionally, the role requires maintaining governance for incident logging, categorization, escalation, and communication within IT service management processes.
In this dynamic role, the Coordinator will drive continuous improvement by analyzing incident trends, facilitating root cause reviews, and recommending enhancements to incident workflows, tools, and reporting, ensuring operational excellence within a highly regulated federal IT environment.
Key Responsibilities
- Lead coordination of incident response across infrastructure, application, security, and service desk teams using structured incident management workflows aligned with ITIL practices.
- Monitor incident queues and service level performance to ensure the timely resolution of high impact incidents.
- Administer and optimize IT service management (ITSM) platforms, such as ServiceNow, to support consistent incident recording and routing.
- Conduct post-incident reviews to identify root causes and define corrective actions, integrating lessons into problem and change management.
- Develop and maintain incident management runbooks and templates for communication during major events.
- Interface with business stakeholders to provide clear incident progress updates and impact assessments.
- Analyze incident trends to recommend process improvements to minimize recurrence and downtime.
- Apply ITIL best practices to standardize and improve service management across the incident management lifecycle.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant work experience.
- 1-3 years of experience in IT operations, service desk, or incident coordination roles in enterprise or government settings.
- Foundational knowledge of incident management concepts, including impact/urgency-based prioritization and escalation paths.
- Experience with incident management tools, ideally in an ITSM platform such as ServiceNow.
- Strong analytical, communication, and problem-solving skills to collaborate effectively under pressure.
- Demonstrated ability to manage and resolve IT incidents efficiently with minimal service disruption.
- Current secret security clearance is required.
Preferred Qualifications
- ITIL Foundation certification or equivalent training in IT service management frameworks.
- Experience managing high-priority incidents in 24x7 operations, including participation in an on-call rotation.
- Prior exposure to incident, problem, and change management in federal or defense environments.
Compensation Ranges
Compensation ranges for positions vary based on several factors, including location and experience. The compensation for this role is a guideline that varies by these parameters. Total compensation includes monetary and benefits components.
EEO Requirements
ASM is committed to equal opportunity in all employment decisions and will not discriminate based on race, color, religion, sex, disability, age, sexual orientation, or national origin.
Physical Requirements
Physical requirements are representative of those that must be met by an employee to successfully perform primary functions. Reasonable accommodations may be made for qualified individuals with disabilities.
Disclaimer
This job description outlines the general nature and level of work performed by employees in this classification and is not an exhaustive list of all duties and responsibilities.