IT Problem Manager: Root-Cause & Stability Lead

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Problem Manager to identify, analyze, and resolve IT problems to prevent incidents and enhance system stability.

You will own the problem lifecycle from detection through permanent fixes, perform RCA, and coordinate with incident and change management while driving process improvements in federal IT environments using ticketing tools such as ServiceNow.

Qualifications

• Root cause analysis skills required to identify underlying issues.
• Strong ITIL knowledge and best practices applied to incidents and problems.
• 4+ years in problem or incident management with exposure to IT infrastructure.
• Experience with federal IT environments.
• Excellent communication and collaboration across teams.

Responsibilities

• Manage lifecycle of all problems from detection to resolution.
• Conduct root cause analysis on IT infrastructure issues.
• Develop and implement permanent corrective actions.
• Prioritize problems by impact and urgency.
• Collaborate with incident management for integration.
• Develop process improvements to prevent recurrence.
• Maintain problem records and documentation.
• Generate problem management reports and metrics.

Skills

Root Cause Analysis

ITIL Framework Knowledge

Incident Management

Communication Skills

Multi-tasking

Federal IT Environments

Education

Bachelor's degree in IT/CS/Business

Tools

ITSM tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, seeks a Problem Manager to identify, analyze, and resolve IT problems to prevent incidents and enhance system stability.

You will own the problem lifecycle from detection through permanent fixes, perform RCA, and coordinate with incident and change management while driving process improvements in federal IT environments using ticketing tools such as ServiceNow.