Senior IT Problem Manager & RCA Lead

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Problem Manager in Montgomery, AL to drive incident prevention through rigorous RCA, ITIL-aligned processes, and cross-team collaboration. You will own the problem lifecycle, implement permanent fixes, and report metrics to improve system stability and performance.

The role requires strong communication, multi-issue management, 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 Knowledge

Incident Management

Problem Lifecycle

Technical Infrastructure

Education

Bachelor's degree in IT/CS/BA

Tools

ServiceNow

Castle-Net familiarity

Job description

ASM Research, An Accenture Federal Services Company, seeks a Problem Manager in Montgomery, AL to drive incident prevention through rigorous RCA, ITIL-aligned processes, and cross-team collaboration. You will own the problem lifecycle, implement permanent fixes, and report metrics to improve system stability and performance.

The role requires strong communication, multi-issue management, and experience in federal IT environments.