IT Problem Management Analyst **

IT Problem Management Analyst

CGI is seeking an IT Problem Management Analyst to support enterprise problem management and operational excellence within a large scale financial services technology environment. This role will focus on identifying the underlying causes of recurring production and operational issues, recognizing systemic patterns across applications and teams, and driving corrective actions that improve reliability and resiliency. The analyst will review incidents, problem records, operational metrics, and recurring failure patterns to conduct root cause and trend analysis. Working across engineering, application, production support, and business teams, the individual will facilitate problem reviews, document lessons learned, track corrective actions, and turn operational data into actionable recommendations for leadership. This position is required in one of the following locations: Lafayette, LA, Knoxville, TN, Columbia, SC, Birmingham, AL

The position requires someone who can move beyond resolving individual incidents and identify systemic causes and enterprise wide improvement opportunities. Key Responsibilities. Conduct root cause analysis (RCA) for recurring production and operational issues.. Identify systemic problems by correlating incidents across applications, engineering teams, and business functions.. Analyze incident trends, problem records, operational metrics, and recurring failure patterns.. Facilitate cross functional problem reviews and root cause discussions. . Document lessons learned and align findings with enterprise best practices.. Track corrective actions, owners, dependencies, and follow through through closure.. Use data and operational metrics to identify risks and influence priorities.. Develop dashboards, reports, and executive level insights that clearly communicate trends and recommendations.. Recommend practical improvements to operational processes, reliability, and enterprise resiliency.. Apply process mining and task mining concepts to identify bottlenecks and potential automation opportunities. . Work across engineering, operations, product, application, and business teams to drive improvement initiatives.. Break ambiguous or complex operational problems into structured, actionable workstreams.. Evaluate trade offs and recommend scalable solutions that address recurring issues rather than individual symptoms.

Required qualifications to be successful in this role:. 5+ years of experience with IT Problem Management and Root Cause Analysis (RCA) in an enterprise technology environment.. Ability to investigate recurring incidents and identify patterns across multiple applications, teams, and business functions.. Strong data analysis and trend analysis skills, including the ability to work with operational metrics and translate findings into actionable recommendations.. Experience facilitating problem reviews, RCA sessions, lessons learned discussions, and other cross functional working sessions. . Ability to drive corrective action ownership and accountability across teams without direct authority.. Experience creating operational dashboards, management reporting, and executive level insights.. Strong understanding of production operations, incident/problem management, resiliency, and continuous improvement.. Ability to take ambiguous or loosely defined problems and turn them into structured analysis and actionable workstreams.. Strong analytical thinking, communication, facilitation, and stakeholder management skills.. Ability to communicate effectively with both technical teams and business stakeholders.. Familiarity with process mining, task mining, automation, or AI enabled operational improvement is beneficial.. Experience working within a large, regulated enterprise or financial services environment is preferred. Educational Requirements: Bachelor's degree in Computer Science, Information Systems, Business Analytics, Engineering, or a related field.

Skills: Incident Management

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. Come join our teamone of the largest IT and business consulting services firms in the world.