IT Problem Manager: Root-Cause & Resilience Lead

ASM Research, An Accenture Federal Services Company; Tallahassee (FL); On-site; USD 94,000 - 133,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Problem Manager to lead the lifecycle of IT problems, perform RCA, and drive permanent fixes to prevent incidents.

The role collaborates with incident and change management, prioritizes work by impact, and develops process improvements to boost system stability and performance. Candidates should have a BS in IT or related fields and 4+ years in problem/incident management. ITIL knowledge is required.

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

Communication skills

Interpersonal skills

Multi-tasking

ITIL knowledge

Incident management collaboration

Education

Bachelor's degree in IT/CS/Business or equivalent

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, seeks a Problem Manager to lead the lifecycle of IT problems, perform RCA, and drive permanent fixes to prevent incidents.

The role collaborates with incident and change management, prioritizes work by impact, and develops process improvements to boost system stability and performance. Candidates should have a BS in IT or related fields and 4+ years in problem/incident management. ITIL knowledge is required.