Problem Manager: Root-Cause & ITIL Excellence

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to own the lifecycle of IT problems from detection to resolution. You will conduct RCA on infrastructure issues, develop permanent corrective actions, and prioritize work by impact and urgency across IT teams to prevent recurrence.

The role requires ITIL expertise, strong communication skills, and experience in federal IT environments, with emphasis on cross-team collaboration and proactive stability improvements.

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 Framework Knowledge

Incident Management Integration

Problem Lifecycle Management

Technical Infrastructure Knowledge

Communication Skills

Multitasking

Federal IT Environments

Education

Bachelor's degree in IT, Computer Science, or Business Administration

Tools

ServiceNow

Ticketing Systems

CASTLE-NET IT environment

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to own the lifecycle of IT problems from detection to resolution. You will conduct RCA on infrastructure issues, develop permanent corrective actions, and prioritize work by impact and urgency across IT teams to prevent recurrence.

The role requires ITIL expertise, strong communication skills, and experience in federal IT environments, with emphasis on cross-team collaboration and proactive stability improvements.