ServiceNow Support Analyst

Position Description:

About CGI
Founded in 1976 CGI is among the worlds largest independent IT and business consulting services firms. With 94000 consultants and professionals globally CGI delivers an end-to-end portfolio of capabilities from strategic IT and business consulting to systems integration managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more .

Job Title: ServiceNow L1.5 Support Analyst
Position: SSE
Experience: 5 to 7 years
Category: IT Infra
Job location: Bangalore
Shift: Rotational Shift
Position ID: J0626-0126
Work Type: Hybrid
Employment Type: Full Time / Permanent
Qualification: Bachelors or masters degree in computer science Engineering or a related field.

Detailed JD:
Accountable for end-to-end ServiceNow support across ITSM ITOM ITBM UAM Control Operations and Major Incidents ensuring SLA adherence governance escalation management and continuous improvement.
Leads day-to-day operations of ITSM ITOM ITBM and UAM teams ensuring workload management SLA compliance escalation handling and operational stability.
Handles ITSM incidents and requests resolves known issues executes runbooks performs data/configuration corrections and escalates to L2/L3 with diagnostics.

Handles ITOM-related incidents and requests monitors discovery and events resolves data feed issues and coordinates with infrastructure teams.

Handles ITBM incidents and requests performs user provisioning/de-provisioning role management supports access reviews and audits.

UAM support based on the requests.

Capabilities::
Problem solving SLA awareness operational discipline
Analytical troubleshooting data quality management
Risk awareness compliance focus

Short Description:
Provides L1.5
ITSM incident and request support UAM.
Supports ITOM discovery and event operations UAM.
Supports ITBM modules and
UAM processes.

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Skills:

• Communication
• ServiceNow
• ServiceNow IT Service Mngt
• Stakeholder management
• Ticket assignment

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll 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. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll 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.

Youll shape your career by joining a company built to grow and last. Youll 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.