ITSM Problem Manager

Description

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:

As an ITSM Problem Manager, you will:

• 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)

About Capgemini
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of 22 billion.
Get The Future You Want |


Disclaimer

All qualified applicants will be considered for employment based on their skills, and merit.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.
Capgemini discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range, and the range may be modified in the future. The disclosed range takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority, performance, sales or revenue-based metrics, and business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is $90k- $110k.
This role may be eligible for other compensation including variable compensation, bonus, or commission. Full time regular employees are eligible for paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.


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 Know Your Rights notice from the Department of Labor.