IT Problem Management Lead — Root-Cause & Stability

ASM Research, An Accenture Federal Services Company; Frankfort (KY); On-site; USD 94,000 - 133,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to identify, analyze, and resolve IT infrastructure problems, preventing incidents from recurring and improving system stability.

The role collaborates with incident and change management, requires ITIL expertise and strong RCA skills, and supports federal IT environments with proactive problem management and metrics reporting.

Qualifications

• Bachelor's degree or equivalent experience in IT/related field.
• 4+ years in problem or incident management.
• Strong ITIL knowledge and best practices.
• Proficiency with problem and incident management tools.
• Expert-level root cause analysis skills.

Responsibilities

• Manage the lifecycle of all problems from initial detection through resolution.
• Conduct root cause analysis (RCA) on IT infrastructure issues.
• Develop and implement permanent corrective actions.
• Prioritize problems based on impact and urgency.
• Collaborate with incident management teams on integration.
• Develop process improvements to prevent problem recurrence.
• Maintain comprehensive problem records and documentation.
• Generate problem management reports and metrics.

Skills

Root Cause Analysis

ITIL Framework Knowledge

Incident Management

Problem Lifecycle Management

Technical Infrastructure Knowledge

Communication Skills

Multitasking

Federal IT Environments

Education

Bachelor's degree in IT, Computer Science, or Business Administration

Tools

ServiceNow

Ticketing Systems

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to identify, analyze, and resolve IT infrastructure problems, preventing incidents from recurring and improving system stability.

The role collaborates with incident and change management, requires ITIL expertise and strong RCA skills, and supports federal IT environments with proactive problem management and metrics reporting.