Problem Mgmt. Lead / Problem Manager, Senior

ASM Research, An Accenture Federal Services Company • Des Moines, IA • 6h ago

The Problem Mgmt. Lead / Problem Manager, Senior leads the end-to-end problem management function to identify, analyze, and eliminate root causes of recurring incidents impacting mission-critical IT services. This role owns the lifecycle of problems from detection and logging through investigation, remediation, and closure, ensuring permanent fixes or robust workarounds are implemented. The manager coordinates closely with incident, change, and service owners to prioritize problems by business impact and risk and champions data-driven continuous improvement to enhance service stability and user experience.

Key Responsibilities

Lead the full problem lifecycle, including logging, categorization, prioritization, investigation, root cause analysis, workaround definition, permanent fix implementation, and closure.

Apply ITIL-aligned problem management practices, tightly integrating with incident, change, and configuration management so investigations and changes are traceable and controlled.

Drive complex root cause analysis using structured techniques (for example, 5 Whys, fault tree or component impact analysis) and translate findings into corrective and preventive actions.

Establish and manage problem queues and prioritization criteria, ensuring that high-impact, high-value problems receive focused cross-functional attention.

Facilitate multidisciplinary problem review meetings, coordinate technical and business stakeholders, and drive consensus on remediation approaches and risk tradeoffs.

Define, track, and report problem management KPIs and metrics, such as problems with identified root cause, permanent fix rate, and reduction in repeat incidents, using them for continuous improvement.

Build and maintain a knowledge base and known error database that improves incident resolution times and reduces operational noise.

Influence and collaborate with senior leaders, service owners, and engineering teams to align remediation activity with strategic initiatives and planned change windows.

Required Qualifications

Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant experience.

Typically 8+ years of experience in IT service management or operations roles with primary accountability for leading problem management and root cause elimination at scale.

Deep understanding of problem management principles, frameworks, and best practices (for example, ITIL) and proficiency with problem/incident management tools.

Demonstrated excellence in root cause analysis, corrective action planning, and management of multiple concurrent problems.

Strong communication and interpersonal skills, with ability to engage both technical and non-technical stakeholders and influence decisions.

Ability to obtain and maintain a Secret clearance; U.S. citizenship required.

Preferred Qualifications

Hands-on leadership experience running an enterprise or government ITSM problem management function, in collaboration with major incident and change management leads.

Advanced ITIL or problem-management-focused certifications (for example, ITIL Intermediate/Expert, Certified Problem Manager).

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.

$130k - $164,105

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, 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, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Similar Jobs

Inside Sales Account Manager

Red River • Des Moines, IA • 1h ago

Management & Administrative

Red River's Inside Sales Account Manager (ISAM) is a sales focused, commission-eligible role that is responsible for contributing to the company's sales goals along with providing top-level customer service. The Inside S...

1h ago

Go to Apply

Account Manager

Cornerstone onDemand • Des Moines, IA • 1h ago

Management & Administrative

The Cornerstone Account Manager is responsible for fostering the overall relationship between Cornerstone and a book of our clients. By maintaining a strong relationship with our clients, the Account Manager ensures high...

1h ago

Go to Apply

Industry X - MES Pharmasuite (FTPS) Senior Manager

Accenture • Des Moines, IA • 6h ago

Management & Administrative

We are: Looking to be part of a transformational digital operations practice? How about an opportunity to help world-class clients solve their biggest challenges and create products and services that customers love - qui...

6h ago

Go to Apply

Industry X - MES Pharmasuite (FTPS) Associate Manager

Accenture • Des Moines, IA • 6h ago

Management & Administrative

This role can sit anywhere in the US as long as it is near an Accenture Corporate Office WHO WE ARE: We are Industry X: We embed innovation, intelligence, and sustainability in the way the world makes things and the thin...

6h ago

Go to Apply

Industry X - MES Pharmasuite (FTPS) Manager

Accenture • Des Moines, IA • 6h ago

Management & Administrative

6h ago

Go to Apply

Supply Chain and Operations Consulting - Consultant - Manhattan Warehouse Management

Accenture • Des Moines, IA • 16h ago

Management & Administrative

We Are:Supply Chain, and we move fast, think fast, and work fast. Our Fortune 500 clients need innovative solutions to transform their operations, and we deliver with functional insights, advanced digital tools, and in-d...

16h ago

Go to Apply

Senior Manager, Premium Support Engineer (Databolt) - Capital One Software (Remote)

Capital One • Des Moines, IA • 1d ago

Management & Administrative

Senior Manager, Premium Support Engineer (Databolt) - Capital One Software (Remote) Summary: As a Premium Support Engineer, you will be the primary technical authority and strategic partner for our highest-priority enter...

1d ago

Go to Apply

Administrative Assistant

Des Moines University • West Des Moines, IA • 1d ago

Management & Administrative

Administrative Assistant Job no: 492995 Work @type: FT Location: West Des Moines Categories: Staff At DMU you will make a meaningful contribution to the dynamic future of Medicine and Health Sciences. DMU is seeking an A...

1d ago

Go to Apply

Associate Consultant, Life Sciences Consulting (Market Access)

Norstella • Des Moines, IA • 1d ago

Management & Administrative

Associate Consultant, Life Sciences Consulting (Market Access) Company: Dedham Group Location: Remote, United States Date Posted: Apr 3, 2026 Employment Type: Full Time Job ID: R-1854 Description About The Dedham Group W...

1d ago

Go to Apply

Manager Trainee - Operations (Travel Program; Relocation Required)

BioLife Plasma Services • Des Moines, IA • 1d ago

Management & Administrative

By clicking the "Apply" button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda's Privacy Notice (...

1d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.