Problem Manager

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

Created: 2026-03-07