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Job Title: Problem Management Lead (SME leading the IT problem management process, not a team lead)

Location: Local to San Antonio, TX. Will be required to work onsite/in office Monday- Friday at the San Antonio office.

Travel: 0-10%

Job description:

The Problem Management (PrM) Lead establishes and maintains all PrM process, procedure, instruction, and work standard documentation. The PrM Lead will work with various IT and project office teams to find root cause and corrective action for repeat and major incidents affecting infrastructure and medical information systems. The PrM Lead also provides communication and education of the PrM Process, performs trending analysis and reporting, and acts as facilitator of weekly PrM Meeting.

Responsibilities:

• Responsible for ITIL v4 based Problem Management Process design and implementation.

• Responsible for documenting the Problem Management Process and coordinating it throughout the Service Desk for implementation.

• Responsible for the end-to-end performance of the problem management process.

• Responsible for ensuring a Problem Manager has been assigned to work problems.

• Responsible for standardizing the Problem Record documentation, to include the Problem Management Type, Root Cause Analysis, Known Error, and Resolution.

• Coordinate with InM and MIM’s when Major Incidents meet Problem Engagement Criteria.

• Coordinate with external Problem Owners and Problem Resolvers to ensure they will provide their expertise to solve Problems and perform activities associated with the Problem Management Process.

Required Skills:

• ITAR requirement must be US Citizen

• Live in or near San Antonio, Texas to work in Client Office daily

• 3 years Problem Management experience

• Ability to implement, train, and maintain Problem Management Process

• Thorough understanding of ITIL, processes and process development

• Proven technical competency in the following areas:

• Microsoft Office Products: Word, Excel, PowerPoint and Outlook Microsoft Visio and Project

• Service Now ITSM tools

Desired Skills:

• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one

• Familiarity with applications, standards, concepts (ITSM), and service level agreements

• Strong customer service and communication skills, both oral and written

• Government-support experience preferred

• ITIL v4 Foundation Certification or the ability to obtain one

• Ability to multitask

Life at Capgemini!

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

Flexible work

Healthcare including dental, vision, mental health, and well-being programs

Financial well-being programs such as 401(k) and Employee Share Ownership Plan

Paid time off and paid holidays

Paid parental leave

Family building benefits like adoption assistance, surrogacy, and cryopreservation

Social well-being benefits like subsidized back-up child/elder care and tutoring

Mentoring, coaching and learning programs

Employee Resource Groups

Disaster Relief

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Get The Future You Want | www.capgemini.com

Disclaimer

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

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.

Job: Infrastructure

Organization: CIS US MS

Title: Problem Management Lead - Onsite San Antonio, TX

Location: TX-San Antonio

Requisition ID: 076487