IT Problem Manager: Root-Cause & System Stability Lead

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

Job summary

ASM Research is seeking a Problem Manager to identify, analyze, and resolve IT infrastructure problems, preventing incidents from recurring. You will manage the problem lifecycle from detection to resolution, ensuring permanent fixes and root cause analysis are implemented.

Collaboration with incident, change, and IT teams is essential to prioritize issues by impact and urgency. You will develop proactive measures to improve system stability and performance, maintain records, and generate

Qualifications

• Bachelor's degree or higher in IT, CS, or business administration (or equivalent).
• 4+ years in problem or incident management roles.
• Strong ITIL knowledge and best practices.
• 9
• Proficiency with problem and incident management tools and systems.
• Expert-level root cause analysis skills.
• Excellent communication and interpersonal abilities.
• Ability to manage multiple issues simultaneously.
• Experience with federal IT environments.

Responsibilities

• Manage the lifecycle of 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 & Problem Solving

ITIL Framework Knowledge

Incident Management Integration

Problem Lifecycle Management

Technical Infrastructure Knowledge

Education

Bachelor's degree in IT, Computer Science, or Business Administration (or equivalent experience)

Tools

ServiceNow

Ticketing Systems

Job description

ASM Research is seeking a Problem Manager to identify, analyze, and resolve IT infrastructure problems, preventing incidents from recurring. You will manage the problem lifecycle from detection to resolution, ensuring permanent fixes and root cause analysis are implemented.

Collaboration with incident, change, and IT teams is essential to prioritize issues by impact and urgency. You will develop proactive measures to improve system stability and performance, maintain records, and generate