IT Problem Manager: Root-Cause & Stability Champion

ASM Research, An Accenture Federal Services Company; Dover (DE); 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 from detection to permanent fix, coordinate with incident and change teams, and prioritize work by impact and urgency.

The role requires a Bachelor's degree in IT/CS/Business Admin, 4+ years in problem or incident management, strong ITIL knowledge, and hands-on experience with ticketing systems such as

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

• Identify, analyze, and resolve IT problems to prevent incidents from recurring.
• Manage the lifecycle of all problems from 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.

Skills

Root Cause Analysis & Problem Solving

ITIL Framework Knowledge

Incident Management Integration

Problem Lifecycle Management

Technical Infrastructure Knowledge

Excellent communication skills

Ability to manage multiple issues

Experience with federal IT envs

Education

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

Tools

ServiceNow

Ticketing systems

CASTLE-NET IT environment

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 from detection to permanent fix, coordinate with incident and change teams, and prioritize work by impact and urgency.

The role requires a Bachelor's degree in IT/CS/Business Admin, 4+ years in problem or incident management, strong ITIL knowledge, and hands-on experience with ticketing systems such as