Senior Problem Manager - ITIL & Root-Cause Lead

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

Benefits offered by this job

Health benefits

Retirement plan

Job summary

ASM Research, an Accenture Federal Services company, seeks a Mid-level Problem Manager to oversee the full lifecycle of problems within federal IT operations. You will drive structured investigations, coordinate cross-functional teams, and ensure fixes are validated with change and incident processes, protecting mission-critical systems.

The role requires 4–7 years of problem/incident management experience, ITIL proficiency, and a current secret security clearance.

Qualifications

• Bachelor’s degree in IT, CS, Business Administration, or equivalent experience.
• Typically 4–7 years in problem management, incident management, or related IT operations roles.
• Strong understanding of ITIL and problem management principles.
• Experience using problem and incident management tools; RCA and corrective actions.
• Strong problem-solving, analytical, communication, and organizational skills.
• Must have a current secret security clearance.

Responsibilities

• Own the end-to-end problem lifecycle from detection to closure.
• Apply ITIL-aligned problem management practices and integrate with incident, change, and configuration management processes.
• Lead and facilitate technical problem reviews and investigations using methods like 5 Whys and fishbone diagrams.
• Analyze incident trends and recurring outage patterns to proactively identify candidate problems.
• Maintain a known error database and problem knowledge base for reusable workarounds and lessons learned.
• Coordinate with change management to plan and validate problem-related changes and verify fixes in production.
• Track and report problem management metrics to drive service improvement.
• Communicate root causes, remediation plans, and progress to technical teams, service owners, and business stakeholders.

Skills

Problem management

Incident management

Root cause analysis

Communication

Organizational skills

Security clearance

Education

Bachelor's degree

Job description

ASM Research, an Accenture Federal Services company, seeks a Mid-level Problem Manager to oversee the full lifecycle of problems within federal IT operations. You will drive structured investigations, coordinate cross-functional teams, and ensure fixes are validated with change and incident processes, protecting mission-critical systems.

The role requires 4–7 years of problem/incident management experience, ITIL proficiency, and a current secret security clearance.