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 Architect
Position: Associate Consultant
Experience: 8+ years ServiceNow experience with 2+ years hands‑on ITOM Health architecture.
Category: Software Development
Job location: Bangalore / Chennai / Hyderabad
Position ID: J1125-1219
Employment Type: Full Time / Permanent
Qualification: Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
Job Summary : Own end‑to‑end architecture for ServiceNow ITOM Health, covering Event Management and Health Log Analytics. Engage directly with clients to lead discovery, shape roadmaps, and design scalable patterns that reduce event noise, speed up triage, and improve service health. Provide technical leadership to development teams and ensure alignment with CMDB/Service Mapping and CSDM.
Your future duties and responsibilities
Key Responsibilities:
. Lead client workshops: discovery, requirements, use‑case definition, and success criteria (MTTD/MTTR, noise reduction, actionable insights).
. Design event ingestion strategies via MID Servers, SNMP, syslog, REST, webhooks, and IntegrationHub spokes/connectors.
. Define normalization, de‑duplication, correlation, and aggregation patterns; Event Rules/Alert Rules; CI association and impact policies.
. Leverage Event Intelligence and AIOps (alert clustering, anomaly detection, probable root cause).
. Architect HLA pipelines: source onboarding, parsers/patterns, enrichment, retention and search performance; enable log‑to‑event insights.
. Design incident/major incident auto‑creation, assignment, suppression; maintenance windows; business service health scores.
. Model dependencies with CMDB/Service Mapping; ensure CI data quality and health KPIs for accurate impact analysis.
. Guide integrations with observability tools (Dynatrace, AppDynamics, Datadog, New Relic, Prometheus, Splunk, SolarWinds, etc.).
. Define dashboards, health reports, and executive scorecards; establish operational runbooks and knowledge assets.
. Establish coding standards, release strategy (Update Sets/Scoped Apps), CI/CD, and testing strategy; mentor developers.
. Promote security by design, RBAC, and performance best practices; support compliance requirements.
. Provide thought leadership on Now Assist for ITOM and gen‑AI assisted operations; contribute to proposals/estimates.
CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodation for people with disabilities in accordance with provincial legislation. Please let us know if you require reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.
#LI-SK50
Required qualifications to be successful in this role
Qualifications – Must Have
. Hands‑on ServiceNow platform expertise with focus on ITOM Health (Event Management & HLA).
. Demonstrated experience architecting high‑volume event/log solutions and normalizing data from multiple tools.
. Strong client‑facing communication and stakeholder management; ability to lead solution walkthroughs.
. Proficiency with REST APIs, scripting (JavaScript/Glide), data models, ACLs/RBAC, and MID Server design.
. Working knowledge of CMDB/CSDM and service dependency mapping; alignment with ITIL v4 and SRE KPIs (MTTD, MTTR, availability, SLOs).
. Experience with Event Intelligence/AIOps and Now Assist for ITOM or equivalent.
Qualifications – Good to Have
. ServiceNow CSA (Certified System Administrator) – required or to be obtained within 3 months of joining.
. ServiceNow CIS – Event Management; CIS – Discovery and/or Service Mapping (preferred).
. ServiceNow CAD (Certified Application Developer) and micro‑certifications (e.g., IntegrationHub, Flow Designer).
. ITIL v4 Foundation; certifications with major monitoring tools (Dynatrace/AppDynamics/Datadog/New Relic/Splunk).
. Experience with ATF, automated testing, and CI/CD (Jenkins/Azure DevOps/GitLab) for ServiceNow.
. Exposure to cloud and container platforms (AWS/Azure/GCP, Kubernetes) and their observability signals.
. Experience operating in large, distributed enterprises with strong performance/security requirements.
Work Details
. Location: CGI Bangalore
. Working hours: 12:30 PM – 9:30 PM IST.
. Work mode: Work from CGI Bangalore office
Soft Skills & Ways of Working
. Clear, concise communication with technical and non‑technical stakeholders; direct client interaction.
. Ownership mindset with bias for action, structured problem‑solving, and attention to detail.
. Ability to mentor/review work and collaborate in Agile/Scrum environments.
. Well‑organized documentation and presentation skills.
. Uphold secure configuration and data privacy policies; follow least‑privilege/RBAC.
. Contribute to continuous improvement of runbooks, playbooks, and operational metrics.
. Maintain high CMDB data quality and service topology accuracy in partnership with visibility teams.
. Deliver to sprint commitments; proactively raise risks and propose mitigations.
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.
