Senior Problem Manager – ITIL Lead for Root Cause

ASM Research, An Accenture Federal Services Company; Richmond (VA); On-site; USD 130,000 - 164,105; Full time

Job summary

ASM Research, an Accenture Federal Services company, is seeking a Problem Management Lead to own the lifecycle of IT problems from detection to closure. You will coordinate with incident, change, and service owners to drive root cause analysis and permanent fixes, improving service stability and user experience.

Ideal candidates have 8+ years in ITSM, strong ITIL knowledge, and excellent stakeholder communication. A current secret security clearance is required.

Qualifications

• Bachelor's degree or equivalent experience required.
• 8+ years in IT service management or operations leading problem management.
• Strong knowledge of ITIL and problem/incident management practices.

Responsibilities

• Lead full problem lifecycle from detection to closure.
• Coordinate with incident, change and configuration management.
• Perform root cause analysis and define corrective actions.
• Establish problem queues and prioritization criteria.
• Facilitate cross-functional problem review meetings.
• Define and report KPI/metrics for problem management.

Skills

Root cause analysis

Communication

Stakeholder management

ITIL knowledge

Education

Bachelor's degree in IT/CS/Business Admin

Tools

Incident/Problem management tools

Job description

ASM Research, an Accenture Federal Services company, is seeking a Problem Management Lead to own the lifecycle of IT problems from detection to closure. You will coordinate with incident, change, and service owners to drive root cause analysis and permanent fixes, improving service stability and user experience.

Ideal candidates have 8+ years in ITSM, strong ITIL knowledge, and excellent stakeholder communication. A current secret security clearance is required.