IT Problem Manager - Root Cause & Resolution Lead

ASM Research, An Accenture Federal Services Company; Juneau (AK); 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. The role oversees the problem lifecycle from detection to permanent fixes, coordinating with incident and change management teams to prioritize issues by impact and urgency.

The ideal candidate has a 4+ year background in problem or incident management, strong ITIL knowledge, and experience with federal IT environments.

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

ITIL Knowledge

Incident Management

Problem Lifecycle Management

Technical Infrastructure

Communication Skills

Multi-Tasking

Federal IT Environments

Education

Bachelor's degree in IT/CS/Business Admin

Tools

ServiceNow

Ticketing Systems

CASTLE-NET

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. The role oversees the problem lifecycle from detection to permanent fixes, coordinating with incident and change management teams to prioritize issues by impact and urgency.

The ideal candidate has a 4+ year background in problem or incident management, strong ITIL knowledge, and experience with federal IT environments.