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# Problem Coordinator

- **Company:** CGI Group Inc.
- **Location:** Corsham, United Kingdom
- **Contract:** Temporary contract
- **Skills:** Databases, Knowledge Management
- **Published:** October 24, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=797b51f6123a56ea

## About the 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.

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

## Description

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.