IT Problem Manager: Root Cause & Lifecycle Lead

ASM Research, An Accenture Federal Services Company; Columbus (OH); 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 to prevent incidents from recurring. You will manage the problem lifecycle from detection through resolution and work with incident and change teams to implement permanent fixes.

Qualifications include a Bachelor's degree and 4+ years in problem or incident management, ITIL proficiency, and strong communication skills.

Qualifications

• Bachelor's degree in IT, CS, or Business Admin or equivalent experience.
• 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 detection to resolution.
• Conduct root cause analysis 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 recurrence.
• Maintain comprehensive problem records and documentation.
• Generate problem management reports and metrics.

Skills

Root Cause Analysis

ITIL Knowledge

Incident Management

Problem Lifecycle Management

Technical Infrastructure

Communication

Multi-tasking

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 to prevent incidents from recurring. You will manage the problem lifecycle from detection through resolution and work with incident and change teams to implement permanent fixes.

Qualifications include a Bachelor's degree and 4+ years in problem or incident management, ITIL proficiency, and strong communication skills.