IT Problem Manager: Root Cause & Resolution Lead

ASM Research, An Accenture Federal Services Company; Springfield (IL); 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 problems to prevent incidents. You will manage the problem lifecycle, coordinate with incident and change teams, and implement proactive measures to improve system stability.

The role demands ITIL knowledge, RCA expertise, and experience in federal IT environments. You will document issues, generate metrics, and drive permanent fixes while communicating clearly with stakeholders.

Qualifications

• Bachelor's degree in IT, CS, 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

Technical Infrastructure Knowledge

ITIL Foundation

Federal contracting experience

Change Management experience

Education

Bachelor's degree in IT/CS or Business Administration

Tools

ServiceNow

Ticketing systems

CASTLE-NET familiarity

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to identify, analyze, and resolve IT problems to prevent incidents. You will manage the problem lifecycle, coordinate with incident and change teams, and implement proactive measures to improve system stability.

The role demands ITIL knowledge, RCA expertise, and experience in federal IT environments. You will document issues, generate metrics, and drive permanent fixes while communicating clearly with stakeholders.