Problem Management Lead: Root-Cause Champion

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

Job summary

ASM Research, An Accenture Federal Services Company is seeking a Problem Manager, Mid to oversee the lifecycle of problems across enterprise IT services, identifying root causes and implementing permanent fixes.

You will coordinate cross-functional technical teams to diagnose faults and design sustainable remedies, with close alignment to incident, change, and release processes to protect mission-critical systems.

Qualifications

• Bachelor’s degree or equivalent experience in IT-related field.
• 4–7 years in problem/incident management or IT operations.
• Strong ITIL understanding and best practices for problem management.
• Experience with RCA and implementing corrective actions.
• Ability to prioritize multiple problems and communicate clearly.
• Must have a 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 CM processes.
• Lead technical problem reviews using 5 Whys, fishbone diagrams, and timeline analysis.
• Analyze incident trends and monitoring data to identify candidate problems.
• Maintain a knowledge base of known errors and lessons learned.
• Coordinate with change management to plan validated fixes.
• Track problem metrics and drive service improvements.
• Communicate root causes and remediation plans to stakeholders.

Skills

Problem management

Incident management

Root cause analysis

ITIL

Cross-functional coordination

Communication

Secret clearance

Education

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

Tools

ITSM tools

Job description

ASM Research, An Accenture Federal Services Company is seeking a Problem Manager, Mid to oversee the lifecycle of problems across enterprise IT services, identifying root causes and implementing permanent fixes.

You will coordinate cross-functional technical teams to diagnose faults and design sustainable remedies, with close alignment to incident, change, and release processes to protect mission-critical systems.