Senior Problem Manager: ITIL Root-Cause & Resolution

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

Job summary

ASM Research, an Accenture Federal Services company, seeks a Problem Manager, Mid to oversee the lifecycle of IT problems across enterprise services. You will drive investigations, coordinate cross-functional teams, and implement permanent fixes to recurring incidents, aligning with incident, change, and release processes to safeguard mission-critical systems.

Requirements include a BA/BS in IT, CS, or related field, 4–7 years in problem or incident management, ITIL knowledge, and a current

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 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 (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 end-to-end problem lifecycle from detection to closure.
• Apply ITIL-aligned practices and integrate with incident, change, and configuration management.
• Lead technical problem reviews and investigations using 5 Whys, fishbone diagrams, and timeline analysis.
• Analyze incident trends and monitoring data to identify candidate problems for improvement.
• Maintain a knowledge base with known errors, workarounds, and lessons learned.
• Coordinate with change management to plan and validate problem-related changes.
• Track and report metrics (recurring incidents, MTTR, backlog aging) to drive improvements.
• Communicate root causes and remediation plans to technical teams and stakeholders.

Skills

Problem management

ITIL knowledge

Root cause analysis

Communication & organization

Security clearance: Secret

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field

Job description

ASM Research, an Accenture Federal Services company, seeks a Problem Manager, Mid to oversee the lifecycle of IT problems across enterprise services. You will drive investigations, coordinate cross-functional teams, and implement permanent fixes to recurring incidents, aligning with incident, change, and release processes to safeguard mission-critical systems.

Requirements include a BA/BS in IT, CS, or related field, 4–7 years in problem or incident management, ITIL knowledge, and a current