Problem Manager

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to identify, analyze, and resolve IT infrastructure problems to prevent incidents. The role oversees the problem lifecycle from detection to permanent fixes, coordinating with incident and change management teams to prioritize issues by impact and urgency.

The ideal candidate has a 4+ year background in problem or incident management, strong ITIL knowledge, and experience with federal IT environments.

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 Knowledge

Incident Management

Problem Lifecycle Management

Technical Infrastructure

Communication Skills

Multi-Tasking

Federal IT Environments

Education

Bachelor's degree in IT/CS/Business Admin

Tools

ServiceNow

Ticketing Systems

CASTLE-NET

Job description

The Problem Manager is responsible for identifying, analyzing, and resolving problems within the IT infrastructure to prevent incidents from recurring. This role manages the lifecycle of all problems, from initial detection through to resolution, ensuring that root causes are identified and permanent fixes are implemented. The Problem Manager works closely with incident management, change management, and other IT teams to prioritize problems based on impact and urgency, and to implement proactive measures to improve overall system stability and performance.

Key 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

Required 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

Job Specific Skills

• Root Cause Analysis & Problem Solving
• ITIL Framework Knowledge
• Incident Management Integration
• Problem Lifecycle Management
• Technical Infrastructure Knowledge

Preferred Skills

• ITIL Foundation or Certified Problem Manager certification
• CASTLE-NET IT environment familiarity
• ServiceNow or similar ticketing system expertise
• Federal contracting background
• Change Management experience

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$94,100 - 132,500

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.