ITSM Problem Manager

Capgemini•San Antonio, TX

6d•$90,000 - $110,000•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

ITIL 4 certification
Experience in regulated or high-availability environments (e.g., government, healthcare, financial services)

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