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)
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.
