Problem Manager: Root-Cause Leader for IT Stability

ASM Research, An Accenture Federal Services Company; Lansing (MI); 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 and improve stability. You will own the problem lifecycle from detection to permanent resolution, performing RCA and implementing fixes while coordinating with incident and change management teams.

The role requires strong ITIL expertise, the ability to handle multiple issues, and experience in federal IT environments.

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

Education

Bachelor's degree in IT, CS, or Business Administration (or equivalent)

Tools

ServiceNow

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 and improve stability. You will own the problem lifecycle from detection to permanent resolution, performing RCA and implementing fixes while coordinating with incident and change management teams.

The role requires strong ITIL expertise, the ability to handle multiple issues, and experience in federal IT environments.