IT Service Management

Job description

Position Description:

POSITION OVERVIEW
The IT Service Management (ITSM) Engineer is responsible for designing, implementing, and maintaining IT service management processes and tools across global IT organization. This role ensures consistent service delivery, supports incident and problem resolution, and drives continuous improvement in IT operations. The ITSM Engineer collaborates with internal teams and external partners to enhance service quality and user experience.

Your future duties and responsibilities:

KEY RESPONSIBILITIES
• Design and maintain ITSM processes including Incident, Problem, Change, and Request Management.
• Configure and manage ITSM tools (e.g., ServiceNow) to support service workflows and reporting.
• Monitor service performance and ensure adherence to SLAs and KPIs.
• Coordinate with IT support teams and vendors to resolve service issues and improve response times.
• Develop and maintain service documentation, knowledge base articles, and process guides.
• Conduct root cause analysis and implement corrective actions for recurring issues.
• Support service reviews, audits, and compliance activities.
• Drive continuous improvement initiatives to enhance service delivery and user satisfaction.
• Provide training and guidance to IT staff on ITSM processes and tools.
• Collaborate with cybersecurity, infrastructure, and application teams to ensure integrated service management.

Required qualifications to be successful in this role:

SKILLS / COMPETENCIES
• Strong understanding of ITIL framework and ITSM best practices.
• Experience with ITSM platforms such as ServiceNow, BMC Remedy, or similar.
• Analytical skills for incident and problem resolution.
• Excellent communication and collaboration abilities.
• Ability to manage multiple priorities and work in a global environment.
• Process-oriented mindset with attention to detail.
• Experience in managing cross-functional and multicultural teams.
• Experience in service reporting and performance analysis.
• Knowledge of service governance and compliance requirements.

JOB SPECIFICATIONS
• Bachelor’s degree in information technology, Computer Science, or related field.
• 3–7 years of experience in IT service management or IT operations roles.
• ITIL certification (Foundation or higher) is preferred.
• Experience in a global enterprise environment is beneficial.

ACCOUNTABILITIES
Accountable for the effective operation and continuous improvement of IT service management processes and tools across IT organization.

Skills:

·  Analytical Thinking
·  Delivery Management
·  ITIL

What you can expect from us:

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.