Service Managment Analyst

Position Description:

CGI is looking for a Change / Problem Manager to manage incidents and problems which impact client production services in line with agreed, Incident, Problem and Change management processes minimizing adverse impact to client business services.

As an IPC Consultant at CGI, your involvement in the achievements of the team's objectives is to contribute to:
Ownership of the Incident, Problem, Change Service Management processes that will drive improvement year over year. This right candidate will be innovative to ensure that methods and procedures are used for efficient and prompt handling of all IPC processes.
The goal of IPC is to minimize the impact of any related incidents upon service across managed systems.

This role can be located at any CGI office in the U.S. however, preferred location is Tempe, AZ.

Your future duties and responsibilities:

* Manage all critical and high incident and problem management activity which directly or indirectly impacts production services in line with agreed 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

* Perform problem evaluation based on information received assessing incident and resolution

*Facilitate Root Cause Analysis of all Severity 1/ Severity 2 client impacting incidents 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.

* Escalate where necessary any issues that may arise within the life cycle of an incident record, and or RCA summary

* Continuously improve and promote incident, change and problem control standards and procedures.

* Prepare and maintain materials for the Client meetings including Daily Problem status and Facilitation of Problem Root Cause Analysis

* Proactively provide training and facilitate user forums on a regular basis.

* Develop a close working relationship with key stakeholder communities

Required qualifications to be successful in this role:

Minimum Education Required: College degree or equivalent experience in IT domain.

Good communication skills

Good attention to detail

Good analytical skills, experience with Microsoft tools, excel, Power Point and Word.

Ability to identify problems and make recommendations

Building of relationships within and across teams and with external partners/vendors

Ability to motivate others to complete and agreement or assignment that is mutually beneficial

Ability to drive change through influence without direct management authority

Ability to multi-task with outstanding organizational skills

Negotiation and conflict resolution skills

PREFERRED QUALIFICATIONS
ITIL Certification

Est. Salary Range (Colorado Only): $48,000-$65,000*

*Disclaimer: In accordance with Colorado's Equal Pay for Equal Work Act, effective January 1, 2021, a good faith hourly or base salary range must be posted for all positions where the work may be performed in the state of Colorado. Therefore, this good faith salary range will only apply where this described position will be performed in the state, and should not be considered the compensation range in other locations or for other positions.

At CGI we call our professionals "members" to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI's benefits include:• Competitive base salaries • Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category • 401(k) Plan and Profit Participation for eligible members • Generous holidays, vacation, and sick leave plans • Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment; • Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more

Skills:

• Customer Service & Support
• Detail-oriented

What you can expect from us:

Insights you can act on

While technology is at the heart of our clients' digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees "members" because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today - one of the world's largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI - where your ideas and actions make a difference.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at [email protected] . You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

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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 dependent upon specific assignment and/or level of US government security clearance held. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

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.