Problem Management Lead – ITIL & RCA Expert

ASM Research, An Accenture Federal Services Company; Providence (RI); On-site; USD 99,000 - 141,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a mid-level Problem Manager to oversee the lifecycle of IT problems, identify root causes, and implement permanent fixes to protect mission-critical systems.

You will coordinate cross-functional technical teams, apply ITIL-aligned practices, track metrics, and work with incident, change, and release processes to drive continual service improvement. A current secret clearance is required for this federal role.

Qualifications

• Bachelor’s degree or equivalent experience.
• Typically 4–7 years in problem/incident management or IT operations.
• Strong understanding of problem management principles and ITIL.
• Proficiency with problem and incident management tools and RCA.
• Strong communication, analytical and organizational skills.
• Current secret security clearance.

Responsibilities

• Own the end-to-end problem lifecycle from detection to closure.
• Apply ITIL-aligned practices and coordinate with incident, change, and configuration management.
• Lead technical problem reviews using 5 Whys, fishbone diagrams, and timeline analysis.
• Analyze incident trends and monitoring data to identify candidate problems.
• Maintain a known error database and knowledge base for workarounds and lessons learned.
• Coordinate with change management to plan and validate problem-related changes.
• Track and report problem metrics to drive service improvement.
• Communicate root causes and remediation plans to teams and stakeholders.

Skills

Problem management

Incident management

Root cause analysis

ITIL

Communication

Organizational skills

Security clearance

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field

Tools

ITSM tools

Incident management software

Job description

ASM Research, An Accenture Federal Services Company, seeks a mid-level Problem Manager to oversee the lifecycle of IT problems, identify root causes, and implement permanent fixes to protect mission-critical systems.

You will coordinate cross-functional technical teams, apply ITIL-aligned practices, track metrics, and work with incident, change, and release processes to drive continual service improvement. A current secret clearance is required for this federal role.