IT Problem Manager: Root Cause & Prevention Lead

ASM Research, An Accenture Federal Services Company; Raleigh (NC); 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, preventing incidents and improving system stability. You will lead root cause analyses and manage the problem lifecycle from detection to permanent fixes.

Collaborate with incident and change management teams to prioritize issues by impact and urgency, and develop proactive measures to enhance overall performance.

Qualifications

• Bachelor's degree in IT, Computer Science, or Business Administration (or equivalent).
• 4+ years in problem management or incident management.
• Strong ITIL frameworks knowledge 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 recurrence.
• Maintain comprehensive problem records and documentation.
• Generate problem management reports and metrics.

Skills

Root Cause Analysis

ITIL Framework Knowledge

Incident Management Integration

Problem Lifecycle Management

Technical Infrastructure Knowledge

Multitask Management

Federal IT Environments

Communication & Interpersonal Skills

Tools & Systems Proficiency

Education

Bachelor's degree in IT, Computer Science, or Business Administration

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company is seeking a Problem Manager to identify, analyze, and resolve IT infrastructure problems, preventing incidents and improving system stability. You will lead root cause analyses and manage the problem lifecycle from detection to permanent fixes.

Collaborate with incident and change management teams to prioritize issues by impact and urgency, and develop proactive measures to enhance overall performance.