Incident Problem And Change Management IPC Analyst

Position Description

• Incident Management Responsibilities
• Incident Logging & Categorization: Record incidents accurately, classify them by type, and assign priority based on impact and urgency.
• Diagnosis & Resolution: Investigate issues, apply workarounds or fixes to restore normal service as quickly as possible.
• Communication: Provide timely updates to stakeholders and users throughout the incident lifecycle.
• Closure & Documentation: Validate resolution with the user, close the incident, and document details for future reference.
• Post-Incident Review: Participate in reviews to identify improvement opportunities and prevent recurrence.
• Problem Management Responsibilities
• Root Cause Analysis: Investigate underlying causes of recurring incidents using structured techniques.
• Known Error Database Maintenance: Document known errors and workarounds for quicker resolution in the future.
• Proactive Problem Management: Identify potential issues before they become incidents and recommend preventive measures.
• Coordination: Work with other IT teams to implement permanent fixes and reduce incident volume.
• Change Management Responsibilities
• Change Request Evaluation: Assess proposed changes for risk, impact, and alignment with business needs.
• Planning & Scheduling: Ensure changes are implemented with minimal disruption to services.
• Compliance & Documentation: Maintain records of all changes, approvals, and outcomes for audit and governance.
• Coordination with CAB (Change Advisory Board): Present changes for approval and communicate decisions to stakeholders. [
  
  

Key Skills for IPC Analyst

• Strong understanding of ITIL processes and service lifecycle.
• Analytical and problem-solving skills for root cause analysis.
• Communication and stakeholder management.
• Familiarity with ITSM tools (ServiceNow, Remedy, etc.).
• Ability to work under pressure and prioritize tasks effectively.
  
  

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

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.

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