IT Problem Manager - RCA & Lifecycle Lead

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Problem Manager to identify, analyze, and resolve IT problems, preventing incidents from recurring. You will lead the problem lifecycle from detection to resolution, working with incident and change management teams to prioritize issues by impact and urgency.

You will perform RCA, implement permanent fixes, and develop proactive measures to improve system stability across federal IT environments.

Qualifications

• Bachelor’s degree or equivalent experience in IT/CS/Business Administration
• 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
• Excellent communication and interpersonal skills
• Ability to manage multiple issues simultaneously
• 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

ITIL Knowledge

Incident Integration

Problem Lifecycle

Technical Infra

Education

Bachelor's degree in IT/CS/Business Admin

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, seeks a Problem Manager to identify, analyze, and resolve IT problems, preventing incidents from recurring. You will lead the problem lifecycle from detection to resolution, working with incident and change management teams to prioritize issues by impact and urgency.

You will perform RCA, implement permanent fixes, and develop proactive measures to improve system stability across federal IT environments.