ASM Research, An Accenture Federal Services Company
Problem Manager
ASM Research, An Accenture Federal Services Company, Raleigh, North Carolina, United States, 27601
The Problem Manager is responsible for identifying, analyzing, and resolving problems within the IT infrastructure to prevent incidents from recurring. This role manages the lifecycle of all problems, from initial detection through to resolution, ensuring that root causes are identified and permanent fixes are implemented. The Problem Manager works closely with incident management, change management, and other IT teams to prioritize problems based on impact and urgency, and to implement proactive measures to improve overall system stability and performance.
Key Responsibilities
Manage the lifecycle of all problems from initial detection through resolution
Conduct root cause analysis (RCA) on IT infrastructure issues
Develop and implement permanent corrective actions
Prioritize problems based on impact and urgency
Collaborate with incident management teams on integration
Develop process improvements to prevent problem recurrence
Maintain comprehensive problem records and documentation
Generate problem management reports and metrics
Required Qualifications
Bachelor’s degree in IT, Computer Science, or Business Administration (or equivalent experience)
4 years of experience in problem management or incident management
Strong understanding of ITIL frameworks and best practices
Proficiency with problem and incident management tools and systems
Expert-level root cause analysis skills
Excellent communication and interpersonal skills
Ability to manage multiple issues simultaneously
Experience with federal IT environments
Job Specific Skills
Root Cause Analysis & Problem Solving
ITIL Framework Knowledge
Incident Management Integration
Problem Lifecycle Management
Technical Infrastructure Knowledge
Preferred Skills
ITIL Foundation or Certified Problem Manager certification
CASTLE-NET IT environment familiarity
ServiceNow or similar ticketing system expertise
Federal contracting background
Change Management experience
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM’s overall compensation and benefits package for employees.
EEO Requirements It is the policy of ASM that an individual’s race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements The physical requirements described in “Knowledge, Skills and Abilities” above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, “light office duties” or “lifting up to 50 pounds” or “some travel” required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
$94,100 – 132,500
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Key Responsibilities
Manage the lifecycle of all problems from initial detection through resolution
Conduct root cause analysis (RCA) on IT infrastructure issues
Develop and implement permanent corrective actions
Prioritize problems based on impact and urgency
Collaborate with incident management teams on integration
Develop process improvements to prevent problem recurrence
Maintain comprehensive problem records and documentation
Generate problem management reports and metrics
Required Qualifications
Bachelor’s degree in IT, Computer Science, or Business Administration (or equivalent experience)
4 years of experience in problem management or incident management
Strong understanding of ITIL frameworks and best practices
Proficiency with problem and incident management tools and systems
Expert-level root cause analysis skills
Excellent communication and interpersonal skills
Ability to manage multiple issues simultaneously
Experience with federal IT environments
Job Specific Skills
Root Cause Analysis & Problem Solving
ITIL Framework Knowledge
Incident Management Integration
Problem Lifecycle Management
Technical Infrastructure Knowledge
Preferred Skills
ITIL Foundation or Certified Problem Manager certification
CASTLE-NET IT environment familiarity
ServiceNow or similar ticketing system expertise
Federal contracting background
Change Management experience
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM’s overall compensation and benefits package for employees.
EEO Requirements It is the policy of ASM that an individual’s race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements The physical requirements described in “Knowledge, Skills and Abilities” above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, “light office duties” or “lifting up to 50 pounds” or “some travel” required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
$94,100 – 132,500
#J-18808-Ljbffr