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 Support with DevOps

Position: SSE

Experience: 5 to 7 years

Category: IT Infrastructure

Job location: Bangalore

Shift: Rotational Shift

Position ID: J0726-1211

Work Type: Hybrid

Employment Type: Full Time / Permanent

Qualification: Bachelor’s or master’s degree in computer science, Engineering, or a related field.

: ServiceNow Support Engineer (DevOps Integrated)

Role Summary The ServiceNow L1.5/2 Support Engineer is responsible for providing end to end operational support across ServiceNow platforms, including ITSM, ITOM, ITBM, and UAM, while integrating DevOps practices to enhance automation, stability, and continuous improvement. The role ensures SLA adherence, efficient incident handling, proactive monitoring, and governance compliance.

Key Responsibilities

ServiceNow Operations &

- Support

- Accountable for end to end ServiceNow support across: ITSM (Incident, Problem, Change, Request) ITOM (Discovery, Event Management) ITBM (Project &
- Portfolio Management) UAM (User Access Management) Control Operations and Major Incident Management
- Ensure SLA adherence, governance standards, escalation management, and continuous service improvement.
- Maintain platform stability, performance, and reliability.

DevOps Skills (Preferred)





- Understanding of DevOps practices and CI/CD pipelines
- Experience with: Git or version control systems Release and deployment processes
- Basic scripting/automation knowledge (PowerShell, Python, or similar)

L1.5/2 Support Activities
- Handle ITSM incidents and service requests: Resolve known issues using standard runbooks Perform data corrections and configuration updates Conduct root cause analysis for recurring issues Escalate complex issues to L3/development with proper diagnostics
- Handle ITOM support: Monitor discovery schedules and event management tools Resolve CMDB/data inconsistencies and integration issues Coordinate with infrastructure teams for issue resolution
- Handle ITBM support: Resolve incidents and service requests Support portfolio/project management workflows Assist with reporting and data corrections
- Provide UAM support: User provisioning and de provisioning Role and group management Access reviews and audit support Compliance with access governance policies

Operations Management
- Lead or support day to day operations across ITSM, ITOM, ITBM, and UAM functions
- Ensure: Workload balancing across teams SLA and KPI compliance Incident prioritization and escalation handling
- Participate in Major Incident Management (MIM) and war room coordination

DevOps &
- Automation

- Support DevOps practices within ServiceNow: Automate repetitive tasks using workflows, scripts, and integrations Participate in CI/CD pipeline activities for ServiceNow deployments Assist in release management and version control
- Collaborate with development teams for enhancements and fixes




- Promote continuous improvement through automation and monitoring

Monitoring &
- Continuous Improvement

- Perform proactive monitoring and issue prevention
- Identify improvement opportunities in processes and tools
- Maintain documentation, SOPs, and runbooks
- Support audits and ensure compliance with ITIL and organizational standards

Experience

- 5 8 years of experience in ServiceNow support (L1.5/2 or similar role)
- Exposure to multi module ServiceNow environments
- Experience in enterprise level support operations preferred

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 current 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.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.

📌 ServiceNow.5 Support with DevOps:: ServiceNow with DevOps (Bengaluru)
🏢 CGI
📍 Bengaluru