Company Profile:
Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, 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: Senior ServiceNow ITSM Implementation Engineer
Position: Senior ServiceNow ITSM Implementation Engineer
Experience: 4 - 6 Years
Category: IT Infrastructure
Main location: Bangalore
Position ID: J0726-0171
About the Role
We are opening four CBS positions for ServiceNow ITSM Implementation Engineers to support the HOS onboarding initiative. The engineers will configure and implement ITSM processes and modules on the ServiceNow platform, working closely with process consultants, senior developers, and business stakeholders. This role is a strong fit for engineers with hands-on ITSM configuration experience who are looking to deliver enterprise-grade solutions in a global environment.
Key Responsibilities
- Configure and implement ServiceNow ITSM modules — Incident, Problem, Change, Request, Knowledge, Service Catalog, and CMDB — as per HOS onboarding requirements.
- Translate functional requirements into ServiceNow configurations, workflows, and low-code / no-code solutions.
- Build catalog items, record producers, workflows, and Flow Designer flows to automate service delivery.
- Configure Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and Notifications using Glide APIs and JavaScript.
- Design and maintain SLAs, OLAs, assignment rules, approval flows, and notification templates.
- Support CMDB population and health — CI classes, relationships, identification and reconciliation rules, and integrations with Discovery / import sources.
- Develop and consume integrations using REST/SOAP web services, IntegrationHub, and import sets / transform maps.
- Build Service Portal pages, widgets, and catalog experiences for end users.
- Perform unit testing, participate in SIT / UAT, and support defect triage and resolution.
- Manage Update Sets, participate in release management, and support platform upgrade activities.
- Prepare technical documentation, configuration guides, and knowledge articles for the delivered solutions.
- Work in Agile / Scrum teams and collaborate with senior developers, architects, and process consultants.
Mandatory Skills and Experience
- 4 to 6 years of hands-on ServiceNow implementation experience, primarily in the ITSM suite.
- Strong configuration experience across Incident, Problem, Change, Request, Knowledge, and Service Catalog modules.
- Working knowledge of CMDB — CI classes, relationships, and CMDB health / data quality.
- Proficiency in JavaScript, Glide APIs, Business Rules, Script Includes, Client Scripts, UI Policies, and UI Actions.
- Hands-on experience with Flow Designer and Workflow Editor.
- Experience building and configuring Service Portal pages and catalog items.
- Experience with REST/SOAP integrations, Import Sets, Transform Maps, and IntegrationHub.
- Understanding of ACLs, roles, groups, and data separation on ServiceNow.
- ServiceNow Certified System Administrator (CSA) certification is mandatory.
- Working knowledge of ITIL v4 concepts (Incident, Problem, Change, Service Request, Knowledge).
- Experience delivering in Agile / Scrum teams.
Preferred / Good-to-Have Skills
- ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM).
- ServiceNow Certified Application Developer (CAD).
- Exposure to ITOM (Discovery, Service Mapping, Event Management) or HRSD.
- Familiarity with ATF (Automated Test Framework).
- Experience with Performance Analytics, Reporting, and Dashboards.
- Experience with Virtual Agent, Predictive Intelligence, or Now Assist.
Soft Skills and Behavioural Competencies
- Good analytical, problem-solving, and troubleshooting skills.
- Clear verbal and written communication in English.
- Ability to work independently on assigned modules and deliver to committed timelines.
- Team player with a collaborative attitude and willingness to learn.
- Comfortable working with distributed, multi-cultural teams and stakeholders.
Education
- Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related discipline.
What We Offer
- Opportunity to work on a large-scale ServiceNow ITSM program supporting the HOS onboarding initiative.
- Exposure to the full breadth of the ServiceNow platform and modern ITSM practices.
- Continuous learning, certifications, and career-growth opportunities.
- Competitive compensation, benefits, and a collaborative work culture.
Life at CGI:
It 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.
