ServiceNow Support Analyst

Position Description

About CGI

Founded in 1976, CGI is among the world's largest independent IT and business consulting services firms. With 94,000 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$14.68 billion, and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.

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: Bachelor’s or master’s 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.

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.