Problem Coordinator

Position Description:

At CGI, we help organisations deliver reliable, resilient IT services that support critical business operations. As a Problem Management Coordinator, you’ll play an important role in improving service performance, reducing recurring incidents and helping our clients achieve lasting operational improvements. Working alongside experienced service management professionals, you’ll take ownership of problem investigations, bring fresh thinking to complex challenges and collaborate with technical teams to deliver effective solutions. You’ll be part of a supportive environment where your ideas are valued, your expertise can grow and your contributions make a measurable difference to service quality and client outcomes.

CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK ‘Best Employer’ by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you’ll be part of an open, friendly community of experts. We’ll train and support you in taking your career wherever you want it to go.

Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. This is a hybrid position. Traveling to client sites in Chippenham / Corsham.

Fixed Term Contract - 18 Months.

Your future duties and responsibilities:

In this role, you will support the delivery of an effective Problem Management process, helping to identify recurring IT issues, coordinate investigations and drive sustainable service improvements. Working closely with the Problem Manager, technical specialists and service delivery teams, you will take ownership of problem records, facilitate root cause analysis and ensure corrective actions are progressed effectively. Your contribution will help improve service stability, minimise disruption and deliver positive outcomes for CGI's clients.

You will also have the opportunity to shape improvements to established processes, contribute ideas that enhance operational efficiency and develop your expertise within a collaborative, knowledge-sharing environment. By maintaining high standards of documentation, communication and governance, you will help strengthen service performance and support continual improvement.

Key responsibilities include:

• Identify & Analyse: Review incident data, service trends and recurring issues to identify, assess and accurately log problem records.

• Coordinate & Resolve: Facilitate root cause investigations, working with technical resolver groups, architects and subject matter experts to progress corrective actions.

• Manage & Maintain: Keep problem records, known errors and workarounds accurate and up to date using BMC Remedy/Helix.

• Collaborate & Communicate: Work closely with Service Desk, Incident Management, Change Enablement and Service Delivery teams to provide clear updates and coordinate resolutions.

• Improve & Innovate: Identify opportunities to enhance Problem Management processes, reduce repeat incidents and contribute to Service Improvement Plans.

• Monitor & Escalate: Track investigation progress, manage risks and escalate potential SLA or KPI breaches promptly.

• Share & Support: Promote knowledge sharing, maintain the Known Error Database and ensure effective workarounds are available to operational teams.

• Govern & Assure: Maintain auditable records and support compliance with ITIL practices, ISO9001 and ISO27001 standards.

• Report & Deliver: Support service reporting, governance meetings, client communications and audit preparation, ensuring contractual obligations are met.

Required qualifications to be successful in this role:

To succeed in this role, you should have experience working within an IT service management environment, with a good understanding of Problem Management processes and ITIL best practices. You will be organised, analytical and confident collaborating with technical and non-technical stakeholders. Your ability to manage competing priorities, maintain accurate records and contribute to service improvements will be essential to delivering successful outcomes.

Essential skills and experience:

• Problem Management Experience: Experience supporting ITIL-aligned Problem Management processes, including problem identification, investigation and resolution tracking.

• BMC Remedy/Helix: Practical experience using BMC Remedy or Helix for IT service management, problem records and reporting.

• ITIL Knowledge: Good understanding of ITIL principles, particularly Problem, Incident, Change and Knowledge Management.

• Root Cause Analysis: Ability to coordinate investigations, identify recurring issues and support the development of effective corrective actions.

• Stakeholder Collaboration: Strong communication skills with the ability to work effectively across technical teams, service delivery functions and client stakeholders.

• Analytical Thinking: Ability to interpret incident trends, identify service risks and recommend improvements.

• Organisation & Accuracy: Strong attention to detail, effective prioritisation skills and experience maintaining accurate service records.

• Service Governance: Awareness of SLA/KPI management, audit requirements and service quality standards.

• Continuous Improvement: A proactive approach to improving processes, sharing knowledge and strengthening service performance.

Skills:

• Communications Management

• Detail-oriented

• KPI/SLA monitoring

• Problem Management

• Process Management

• Records Management

• Service Level Management (SLM)

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.