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Position Details Job order - J0816-1635 - Permanent Full Time Title Problem Management Lead Category zINACTIVE - Information Technology City Sterling, Virginia, United States Job Description Problem Management Lead Position Description CGI is looking for a Problem Management Lead to manage all incident and problems which directly or indirectly impact IT production services in line with agreed IT Change management processes minimizing adverse impact to business services. As IPC Sr Consultant in CGI, your involvement in the achievements of the team's objectives is to contribute to: Ownership of the Incident and Problem Service Management processes (as defined by the Information Technology Infrastructure Library – ITIL) and will drive improvement year over year. This person will provide direction, process, definitions, and support technologies to ensure that standardized methods and procedures are used for efficient and prompt handling of all IPC Practices. The goal of IPC is to minimize the impact of any related incidents upon service across internally-managed and vendor-managed systems. Primary responsibilities of this position include oversight of the CGI Infrastructure Support personnel who are responsible for the actual hands-on delivery of services. The individual who fills this role is responsible for managing outcomes and results. The activities that this individual will oversee include: Responsibilities/Key Accountabilities: To manage all Critical and high Problem Management activity which directly or indirectly impact IT production services in line with agreed IT services, thereby minimizing adverse impact to Client business services. Perform all key functions for the facilitation and reporting (internal, Client and Leadership) for all client Problem investigations -Problem Management Facilitation • Perform problem evaluation based on information received assessing incident and resolution *Facilitate Root Cause Analysis of all Sev1/Sev2 Client impacting incident and Client requested ad hoc events with appropriate technical support teams and Client Business Unit stakeholders. * Identify and document root cause analysis, recommendations and correct action summaries *Prepare Root Cause Analysis summaries for Internal Client Incident and Problem - Metrics Reporting *Responsibility included support the execution of report deliverables for Client Service as well as Internal Metrics and reporting *Delivery and maintenance of key performance reports, making the information easily accessible to the users, and implement best practices regarding reporting and knowledge sharing. *This position will also include managing the calendar of deliverables, monitoring data quality within source systems and report outputs, serve as liaison with report recipients to inform them of any issues/delivery dates/answers to questions that arise and keeping the team apprised of any actions/interventions required. Combined Key Responsibilities • Escalate where necessary any issues that may arise within the life cycle of an incident record, and or RCA summary • Continuously improve and promote problem control standards and procedures. • Prepare and maintain materials for the bi-weekly Client meetings including Daily Problem status and Facilitation of Problem Root Cause Analysis • Participate as required in both process updates. Proactively provide training and facilitate user forums on a regular basis. • Develop a close working relationship with key stakeholder communities PERSONAL SKILLS & ATTRIBUTES: Excellent communication skills Good attention to detail Essential knowledge/skills/experience in this role: *3-5years’ experience in IT incident and or problem analysis practice *ITIL certification *Knowledge of IPsoft IPcenter Tool suite *Experience with Incident, and Problem Management metrics and reporting. *Good analytical skills, strong experience with Microsoft tools, excel, Power Point and Word. *Ability to identify problems and make recommendations *Strong orientation to technological strategies and concepts *Experience performing at a high level beyond immediate area of responsibility *Track record of building relationships within and across teams and with external partners/vendors *Ability to motivate others to complete and agreement or assignment that is mutually beneficial *Demonstrated ability to drive change through influence without direct management authority *Self-starter with high energy to meet the needs of a demanding business and IT environment *Ability to multi-task with outstanding organizational skills *Outstanding negotiation and conflict resolution skills Your previous Incident and Problem Analysis experience will contribute to the successful delivery of infrastructure related problem analysis for CGI clients The US GISOD Team is a leveraged organization and many of our members support multiple client projects. These client contracts may require background checks for all members working within the client environment. Additionally, some require screening above and beyond what is required as standard screening for CGI employment in the US; to include, but not limited to, additional criminal history, drug screening and credit reporting in accordance with the Fair Credit Reporting Act. These background checks are client specific and in most cases are not transferable from one client account to the next. In order to meet the requirements of a leveraged organization, members of the US GISOD team may be required to complete multiple background checks during their career at CGI to include obtaining security clearances. All new hires into the US GISOD team will be required to complete client background check requests within the timeframe stated in the client contract, as a condition of employment with CGI. Your future duties and responsibilities Required qualifications to be successful in this role At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 65,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com. This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted. No unsolicited agency referrals please. All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary depending upon specific assignment, or upon any US government security clearance if required. Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information. Skills Reference 484483 Click here to apply