Senior Problem Manager - ITIL, RCA & Proactive Resolution

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to drive root-cause analysis, prevention, and remediation across the IT infrastructure. You will lead the problem lifecycle, coordinate with incident and change management, and implement proactive measures to improve stability and performance.

The role requires ITIL expertise, strong communication, and experience in federal IT environments.

Qualifications

• Bachelor's degree or equivalent experience in IT/related field.
• 4+ years in problem or incident management with ITIL exposure.
• Strong root-cause analysis and communication skills.
• Experience in federal IT environments is preferred.

Responsibilities

• Manage the lifecycle of all problems from detection to resolution.
• Conduct root cause analysis and develop permanent corrective actions.
• Prioritize problems by impact and urgency across IT teams.
• Collaborate with incident management and change management.
• Develop process improvements to prevent recurrence.
• Maintain problem records, metrics, and reports.

Skills

Root Cause Analysis

ITIL Framework Knowledge

Incident Management Integration

Problem Lifecycle Management

Technical Infrastructure Knowledge

Education

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

Tools

ServiceNow

CASTLE-NET IT environment

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager to drive root-cause analysis, prevention, and remediation across the IT infrastructure. You will lead the problem lifecycle, coordinate with incident and change management, and implement proactive measures to improve stability and performance.

The role requires ITIL expertise, strong communication, and experience in federal IT environments.