Problem Manager - ITIL & Root-Cause Expert

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Problem Manager to identify, analyze, and resolve IT problems to prevent incidents from recurring. You will manage the problem lifecycle, ensure root causes are addressed, and implement permanent fixes while coordinating with incident and change management teams.

The role requires ITIL expertise, strong RCA skills, federal IT experience, and the ability to document problems and drive cross‑team improvements for stable, reliable systems.

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 Integration

Problem Lifecycle Management

Technical Infrastructure Knowledge

Education

Bachelor's degree in IT/CS/Business or equivalent

Tools

ServiceNow

Ticketing Systems

CASTLE-NET IT environment

Job description

ASM Research, An Accenture Federal Services Company, seeks a Problem Manager to identify, analyze, and resolve IT problems to prevent incidents from recurring. You will manage the problem lifecycle, ensure root causes are addressed, and implement permanent fixes while coordinating with incident and change management teams.

The role requires ITIL expertise, strong RCA skills, federal IT experience, and the ability to document problems and drive cross‑team improvements for stable, reliable systems.