IT Problem Manager: Root-Cause & Stability Leader

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

Job summary

ASM Research in Madison, WI is seeking a Problem Manager to identify, analyze, and resolve IT problems across the infrastructure, preventing incidents from recurring and ensuring permanent fixes. You will work with incident management, change management, and other IT teams to prioritize work by impact and urgency and to improve system stability and performance.

Ideal candidates hold a BA/BS in IT, CS, or business, 4+ years in problem or incident management, strong ITIL knowledge, and experience

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

Education

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

Tools

ServiceNow or similar ticketing system

CASTLE-NET IT environment familiarity

Ticketing systems

Job description

ASM Research in Madison, WI is seeking a Problem Manager to identify, analyze, and resolve IT problems across the infrastructure, preventing incidents from recurring and ensuring permanent fixes. You will work with incident management, change management, and other IT teams to prioritize work by impact and urgency and to improve system stability and performance.

Ideal candidates hold a BA/BS in IT, CS, or business, 4+ years in problem or incident management, strong ITIL knowledge, and experience