Problem Management Lead — ITIL & RCA Expert

ASM Research, An Accenture Federal Services Company; Richmond (VA); Sur place; USD 94 000 - 133 000; Plein temps

Résumé du poste

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to lead the lifecycle of IT problems, perform root cause analysis, and implement permanent fixes to prevent incidents. You will collaborate with incident, change and other IT teams, prioritize work by impact and urgency, and maintain comprehensive records and metrics to improve system stability and performance.

This role requires strong communication and the ability to manage multiple issues in a federal

Qualifications

• Bachelor's degree or equivalent experience in IT, CS, or business admin.
• 4+ years in problem or incident management.
• Strong ITIL knowledge and best practices.
• Proficiency with problem and incident management tools.
• Expert-level RCA skills.
• Excellent communication and multitasking abilities.
• Experience in federal IT environments.

Responsabilités

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

Connaissances

Root Cause Analysis

ITIL Framework Knowledge

Incident Management Integration

Problem Lifecycle Management

Technical Infrastructure Knowledge

Formation

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

Outils

ServiceNow

Description du poste

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to lead the lifecycle of IT problems, perform root cause analysis, and implement permanent fixes to prevent incidents. You will collaborate with incident, change and other IT teams, prioritize work by impact and urgency, and maintain comprehensive records and metrics to improve system stability and performance.

This role requires strong communication and the ability to manage multiple issues in a federal