Problem Manager: ITIL‑Driven Root-Cause Leader

ASM Research, An Accenture Federal Services Company; Baton Rouge (LA); 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 problems in enterprise IT services, identifying root causes and implementing permanent fixes across mission-critical systems.

You will lead structured investigations, coordinate with incident, change, and release teams, maintain a knowledge base, track metrics, and communicate findings to stakeholders. A current secret clearance is required.

Qualifications

• Bachelor’s degree or equivalent experience in IT/related field.
• 4–7 years in problem/incident management or IT operations.
• Strong understanding of problem management principles (ITIL).
• Experience using problem and incident management tools and root cause analysis.
• Strong problem-solving, analytical, communication, and organizational skills.

Responsibilities

• Own end-to-end problem lifecycle from detection to closure.
• Apply ITIL-aligned problem management practices with incident/change management.
• Lead technical problem reviews using root cause methods (5 Whys, fishbone, timelines).
• Analyze incident trends and monitoring data to identify candidates for improvement.
• Maintain known error database and knowledge base for reusable fixes and lessons learned.
• Coordinate with change management to plan and validate problem-related changes.
• Track and report problem management metrics to drive service improvement.
• Communicate root causes and remediation plans to teams and stakeholders.

Skills

Problem management

Root cause analysis

ITIL

Incident management

Communication

Analytical skills

Security clearance

Education

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

Tools

ITSM tools

Job description

ASM Research, An Accenture Federal Services Company, seeks a Mid-level Problem Manager to oversee the lifecycle of problems in enterprise IT services, identifying root causes and implementing permanent fixes across mission-critical systems.

You will lead structured investigations, coordinate with incident, change, and release teams, maintain a knowledge base, track metrics, and communicate findings to stakeholders. A current secret clearance is required.