Problem Manager: ITIL-driven Root-Cause Leader

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

Job summary

ASM Research, An Accenture Federal Services Company seeks a Problem Manager, Mid to oversee the lifecycle of problems within enterprise IT services, identifying root causes of recurring incidents and implementing permanent fixes. You will coordinate cross-functional teams, align with incident and change processes, and protect mission-critical systems’ availability.

The role emphasizes structured investigations, data-driven metrics, and proactive problem management to improve service reliability

Qualifications

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

Responsibilities

• Own the end-to-end problem lifecycle from detection through closure.
• Apply ITIL-aligned practices and integrate with incident, change, and configuration management.
• Lead and facilitate technical problem reviews using 5 Whys, fishbone diagrams and timeline analysis.
• Analyze incident trends to proactively identify candidate problems and drive improvements.
• 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

ITIL

Root cause analysis

Analytical skills

Communication

Organizational skills

Security clearance

Education

Bachelor’s degree in IT/CS/Business or related

Tools

ITIL tools

Job description

ASM Research, An Accenture Federal Services Company seeks a Problem Manager, Mid to oversee the lifecycle of problems within enterprise IT services, identifying root causes of recurring incidents and implementing permanent fixes. You will coordinate cross-functional teams, align with incident and change processes, and protect mission-critical systems’ availability.

The role emphasizes structured investigations, data-driven metrics, and proactive problem management to improve service reliability