ITSM Problem Manager

Capgemini Government Solutions (CGS) LLC is seeking an ITSM Problem Manager to lead enterprise problem management and eliminate recurring incidents through root cause analysis and continuous improvement. This role partners across ITSM and Cybersecurity to improve service reliability, reduce risk, and deliver actionable insights to leadership. Job Responsibilities Own the end-to-end Problem Management lifecycle (identification, RCA, remediation, closure) aligned with ITIL Lead Root Cause Analysis (RCA) and Post-Incident Reviews (PIRs) for high-severity and recurring incidents Establish and maintain problem management governance, standards, and processes Partner with Incident, Change, and Service Owners to reduce repeat issues and improve MTTR Analyze trends using ITSM tools and operational data to identify systemic risks and improvements Drive cross-functional remediation with engineering, cybersecurity, and vendors Deliver executive reporting on service health, risk, and problem trends Support audit and compliance through clear, traceable documentation Required Qualifications U.S. Citizenship required; ability to obtain/maintain a Public Trust clearance Bachelor?s degree (or equivalent experience) 6+ years in IT operations, service management, or cybersecurity 2+ years in Problem Management or similar ITSM role Strong knowledge of ITIL processes (Incident, Problem, Change, Configuration) Experience with ServiceNow or similar ITSM tools Proven ability to lead RCA/PIRs across technical and non-technical teams Strong analytical, documentation, and executive communication skills Hybrid role based in San Antonio, TX (onsite several days/week) Preferred Qualifications ITIL 4 certification Experience in regulated or high-availability environments (e.g., government, healthcare, financial services) Compensation & Benefits Salary range: $90k – $110k. Other compensation may include variable compensation, bonus, or commission. Full-time employees receive paid time off, medical/dental/vision insurance, 401(k), and additional benefits as outlined in company policy. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the notice from the Department of Labor. #J-18808-Ljbffr Jobs via Dice