ServiceNow Support Analyst

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. #LI-GB9

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