IT Problem Manager - Root Cause & Lifecycle Leader

ASM Research, An Accenture Federal Services Company; Topeka (KS); Presencial; USD 94.000 - 133.000; Jornada completa

Descripción de la vacante

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to identify, analyze, and resolve problems in the IT infrastructure to prevent incidents from recurring. You will manage the problem lifecycle from detection to resolution, working with incident and change management to prioritize issues by impact and urgency.

Responsibilities include conducting root cause analysis, implementing permanent corrective actions, maintaining thorough problem records, and generating

Formación

• 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.

Responsabilidades

• 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

Conocimientos

Root Cause Analysis

ITIL Knowledge

Incident Management

Problem Lifecycle Management

Technical Infrastructure Knowledge

Educación

Bachelor's degree in IT, Computer Science, or Business Administration (or equivalent experience)

Herramientas

ServiceNow

CASTLE-NET IT environment familiarity

Descripción del empleo

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to identify, analyze, and resolve problems in the IT infrastructure to prevent incidents from recurring. You will manage the problem lifecycle from detection to resolution, working with incident and change management to prioritize issues by impact and urgency.

Responsibilities include conducting root cause analysis, implementing permanent corrective actions, maintaining thorough problem records, and generating