Senior Problem Manager - ITIL Root-Cause Leader

ASM Research, An Accenture Federal Services Company; Charleston (WV); 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 enterprise IT problems, driving root-cause analysis and permanent fixes to protect mission-critical systems.

You will lead structured investigations, coordinate cross-functional teams, and apply ITIL-aligned practices while partnering with incident, change, and release processes. A Bachelor’s degree and 4–7 years of experience are typical; current secret clearance is required.

Qualifications

• Bachelor’s degree or equivalent experience in IT/CS/business or related field.
• Typically 4–7 years of experience in problem/incident management or IT operations.
• Strong understanding of ITIL and problem management principles.

Responsibilities

• Own the end-to-end problem lifecycle from detection to closure.
• Apply ITIL-aligned practices and coordinate with incident, change, and configuration management.
• Lead investigations using 5 Whys, fishbone diagrams, and timeline analysis to identify root causes.
• Analyze incident trends and recurring outages to drive improvements.
• Maintain a knowledge base with known errors and lessons learned.
• Coordinate with change management to validate problem-related changes.
• Track and report problem management metrics to drive service improvement.
• Communicate root causes and remediation plans to stakeholders.

Skills

Problem management

Incident management

ITIL

Root cause analysis

Communication

Analytical thinking

Security clearance

Education

Bachelor's degree in IT / CS / Business or related field

Tools

Problem management tools

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Problem Manager, Mid to oversee the lifecycle of enterprise IT problems, driving root-cause analysis and permanent fixes to protect mission-critical systems.

You will lead structured investigations, coordinate cross-functional teams, and apply ITIL-aligned practices while partnering with incident, change, and release processes. A Bachelor’s degree and 4–7 years of experience are typical; current secret clearance is required.