Problem Coordinator in Swindon

This job is with CGI, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

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.

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. You will be based in either Bridgend or 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.

• 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.

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 team-one of the largest IT and business consulting services firms in the world.