Problem Manager (Mid) - ITIL Root-Cause & Incident Lead

ASM Research, An Accenture Federal Services Company; Annapolis (MD); 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 in enterprise IT services. You will identify root causes of recurring incidents and drive permanent fixes across cross-functional teams.

You will lead investigations, manage the problem backlog, maintain a knowledge base, and ensure alignment with incident, change, and release processes to protect mission-critical systems.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field (or equivalent).
• Typically 4–7 years of experience in problem/incident management or IT operations.
• Strong understanding of problem management, ITIL, and best practices.
• Experience with problem/incident management tools and root cause analysis.
• Excellent problem-solving, analytical, and communication skills; able to manage multiple problems.
• Must have a current secret security clearance.

Responsibilities

• Own the end-to-end problem lifecycle from detection to closure.
• Apply ITIL-aligned practices and integrate with incident/change/configuration management.
• Lead problem reviews using 5 Whys, fishbone diagrams, and timeline analysis.
• Analyze incident trends to identify candidate problems and improvements.
• Maintain a knowledge base of known errors, workarounds, and lessons learned.
• Coordinate with change management to plan and verify problem-related changes.
• Track metrics and report progress to drive service improvement.
• Communicate root causes and remediation plans to teams and stakeholders.

Skills

ITIL knowledge

Problem management

Incident management

Root cause analysis

Security clearance

Communication

Organization

Education

Bachelor’s degree in IT / CS / Business 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 in enterprise IT services. You will identify root causes of recurring incidents and drive permanent fixes across cross-functional teams.

You will lead investigations, manage the problem backlog, maintain a knowledge base, and ensure alignment with incident, change, and release processes to protect mission-critical systems.