Senior Problem Manager: ITIL & Root-Cause Champion

ASM Research, An Accenture Federal Services Company; Bismarck (ND); On-site; USD 99,000 - 141,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company is seeking a Problem Manager, Mid to oversee the lifecycle of problems in enterprise IT services. You will coordinate cross-functional teams to diagnose root causes and implement permanent fixes, prioritizing work based on impact and urgency, and ensuring alignment with incident, change, and release processes.

The role requires 4–7 years in problem/incident management, strong ITIL knowledge, excellence in communication, and a current secret

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent relevant experience.
• Typically 4–7 years of experience in problem management, incident management, or related IT operations roles.
• Strong understanding of problem management principles, frameworks, and best practices (e.g. ITIL).
• Proficiency using problem and incident management tools and systems and experience conducting root cause analysis and implementing corrective actions.
• Strong problem-solving, analytical, communication, and organizational skills, with the ability to manage and prioritize multiple problems.
• Must have a current secret security clearance.

Responsibilities

• Own the end-to-end problem lifecycle, from detection and logging through investigation, remediation, and closure.
• Apply ITIL-aligned problem management practices and ensure integration with incident, change, and configuration management processes.
• Lead and facilitate technical problem reviews and investigations, using methods such as 5 Whys, fishbone diagrams, and timeline analysis to identify root causes.
• Analyze incident trends, recurring outage patterns, and monitoring data to proactively identify candidate problems and initiate improvement efforts.
• Maintain and curate a known error database and problem knowledge base so workarounds and lessons learned are documented and reused across support teams.
• Coordinate with change management to plan and validate problem-related changes, ensuring fixes are tested and verified in production.
• Track and report problem management metrics and use them to drive service improvement.
• Communicate root causes, remediation plans, and progress clearly to technical teams, service owners, and business stakeholders.

Skills

Problem management

Incident management

Root cause analysis

ITIL

Communication

Organizational skills

Education

Bachelor’s degree or equivalent experience

Tools

ITSM tools

Job description

ASM Research, An Accenture Federal Services Company is seeking a Problem Manager, Mid to oversee the lifecycle of problems in enterprise IT services. You will coordinate cross-functional teams to diagnose root causes and implement permanent fixes, prioritizing work based on impact and urgency, and ensuring alignment with incident, change, and release processes.

The role requires 4–7 years in problem/incident management, strong ITIL knowledge, excellence in communication, and a current secret