IT Problem Manager: Root-Cause & Stabilization Lead

ASM Research, An Accenture Federal Services Company; City of Albany (NY); On-site; USD 94,000 - 133,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to own the lifecycle of IT problems and drive permanent fixes. The role requires strong ITIL knowledge, RCA expertise, and collaboration with incident and change teams to improve system stability.

You will analyze complex infrastructure issues, develop corrective actions, and produce management reports while working in a federal IT environment.

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 Framework Knowledge

Incident Management Integration

Problem Lifecycle Management

Technical Infrastructure Knowledge

Education

Bachelor's degree in IT/CS/BA or equivalent

Tools

ServiceNow

Castle-NET

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to own the lifecycle of IT problems and drive permanent fixes. The role requires strong ITIL knowledge, RCA expertise, and collaboration with incident and change teams to improve system stability.

You will analyze complex infrastructure issues, develop corrective actions, and produce management reports while working in a federal IT environment.