Sr. Application Developer - IT Service Management (ITSM)
CGI, one of the largest IT and business consulting firms in the world, is in search of a seasoned application support professional with in-depth experience related to IT Service Management (ITSM) systems. As part of the Global Technology Operations (GTO) organization, the selected candidate will leverage existing knowledge by supporting legacy systems while also providing expertise for future expansion into the next generation of modern, flexible, secure, integrated solutions. Since ITSM is critical to the support of IT infrastructure operations, this role will be instrumental throughout the continued, rapid evolution into automated hybrid environments.
Your future duties and responsibilities
• Provide technical, administrative, and functional support for the Remedy AR System, ITSM application suite, mid-tier web and other relate services, including installation, configuration, and ongoing application maintenance.
• Ensure that all ITSM environments are available and performing at expected levels.
• Perform operational support for ITSM applications, such as incident investigation and resolution, standard request fulfillment, and prevention of service interruptions.
• Serve as a subject matter expert for ITSM systems and related environments, including internal initiatives and client services.
• Identify solutions for system defects, enhancements, or integrations, and perform all necessary assessment, development, and deployment activities.
• Provide full support, development, and configuration of IT Service Management processes using workflow and template configuration utilities, including ITSM SRM (Service Request Management), Change approval processes, and Incident templates.
• Manage the system foundation data such as onboarding new clients, users, categorizations, assignment routings, and SLAs, using manual methods as well and data management tools.
• Contribute key technical expertise for evaluation of future solutions, including potential commercial or open source components.
Required qualifications to be successful in this role
• Extensive technical experience in IT Service Management tool implementation, integration, and support
• In-depth hands-on experience with BMC Remedy/ITSM versions 8x/9x in a load balanced environment
• Experience implementing ITSM system integrations, such as AD authentication, LDAP, ticket brokering, using AI or web services
• Ability to support Apache Tomcat
• Knowledge of IT Service Management industry best practices, including ITIL
• Available for after-hours support of major incidents and system changes
• Ability to obtain security clearance
• Strong technical aptitude
• Excellent analytical, organization, and problem-solving skills
• Excellent communication and documentation skills
• Team oriented
• Bachelor’s degree or equivalent (Computer Science preferred)
Skill Set, Years of Experience, Proficiency Level
• Extensive technical experience in IT Service Management tool implementation, integration, and support, Minimum 8 years, Advanced
• In-depth hands-on experience with BMC Remedy/ITSM versions 8x/9x in a load balanced environment, Minimum 4 years, Advanced
Desired Qualifications/Non-Essential Skills Required
• Experience implementing, integrating, and supporting open source solutions is highly desirable
• Experience with legacy versions of BMC Remedy/ITSM (6x or later)
• Knowledge of other IT Service Management tools, including ServiceNow, IPsoft IPcenter, and JIRA.
• BMC or ITIL certifications are a plus
Build your career with us.
It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.
At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.
Be part of building one of the largest independent technology and business services firms in the world.
Learn more about CGI at www.cgi.com .
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