IT Problem Manager: RCA & Proactive Stability

ASM Research, An Accenture Federal Services Company; Nashville (TN); 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 infrastructure problems to prevent recurrence and improve system stability.

The role manages problem lifecycles, conducts RCA, implements permanent fixes, and collaborates with incident, change, and other IT teams to prioritize issues by impact and urgency while driving proactive improvements.

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, Computer Science, or Business Administration (or equivalent experience)

Tools

ServiceNow

CASTLE-NET

Job description

ASM Research, an Accenture Federal Services company, seeks a Problem Manager to identify, analyze, and resolve IT infrastructure problems to prevent recurrence and improve system stability.

The role manages problem lifecycles, conducts RCA, implements permanent fixes, and collaborates with incident, change, and other IT teams to prioritize issues by impact and urgency while driving proactive improvements.