IT Problem Manager - RCA & Prevention Lead

ASM Research, An Accenture Federal Services Company; Pierre (SD); 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 across infrastructure, preventing recurrence and improving stability. You will lead root-cause analysis, implement permanent fixes, and coordinate with incident and change teams to prioritize issues by impact and urgency.

The role requires a strong ITIL background, extensive experience with problem and incident management tools, and proven ability to handle multiple issues in

Qualifications

• Bachelor's degree in IT, Computer Science, or Business Administration (or equivalent experience)
• 4+ years of experience in problem management or incident management
• Strong understanding of ITIL frameworks and best practices
• Proficiency with problem and incident management tools and systems
• 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 & Problem Solving

ITIL Framework Knowledge

Incident Management Integration

Problem Lifecycle Management

Technical Infrastructure Knowledge

Education

Bachelor's degree in IT, CS, or Business Administration

Tools

ServiceNow

CASTLE-NET IT environment

Job description

ASM Research, An Accenture Federal Services Company seeks a Problem Manager to identify, analyze, and resolve IT problems across infrastructure, preventing recurrence and improving stability. You will lead root-cause analysis, implement permanent fixes, and coordinate with incident and change teams to prioritize issues by impact and urgency.

The role requires a strong ITIL background, extensive experience with problem and incident management tools, and proven ability to handle multiple issues in