IT Problem Manager - RCA, ITIL & Proactive Prevention

asmexternalcareersite; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

ASM Research seeks a Problem Manager to identify, analyze, and resolve IT problems, preventing incidents from recurring and improving stability across infrastructure. You'll oversee the problem lifecycle from detection to permanent fix, coordinating with incident and change teams to prioritize issues by impact and urgency.

This role requires strong RCA skills, ITIL knowledge, and experience with federal IT environments.

Qualifications

• Bachelor's degree in IT, CS, or Business Admin (or equivalent experience).
• 4+ years in problem or incident management.
• Strong ITIL frameworks and best practices knowledge.
• Proficiency with problem and incident management tools.
• Expert-level root cause analysis skills.
• Excellent communication and interpersonal skills.
• Experience with federal IT environments.

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 & Problem Solving

ITIL Framework Knowledge

Incident Management Integration

Problem Lifecycle Management

Technical Infrastructure Knowledge

Education

Bachelor's degree in IT, CS, or Business Admin (or equivalent)

Tools

ServiceNow

CASTLE-NET IT environment familiarity

Job description

ASM Research seeks a Problem Manager to identify, analyze, and resolve IT problems, preventing incidents from recurring and improving stability across infrastructure. You'll oversee the problem lifecycle from detection to permanent fix, coordinating with incident and change teams to prioritize issues by impact and urgency.

This role requires strong RCA skills, ITIL knowledge, and experience with federal IT environments.