CGI
Application Support Analyst
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Position Description
At CGI, you’ll help ensure critical digital services remain reliable, secure, and available for members of the public who depend on them. Joining our Social Care application support team, you’ll take ownership of complex incidents, solve problems across a varied technology landscape, and lead improvements that strengthen service performance and resilience. You’ll have the freedom to apply your technical expertise and find smarter ways of working, while collaborating with CGI colleagues, offshore teams, clients, and specialist suppliers. With the support of a wider community of experts, you’ll continue developing your capabilities while making a tangible contribution to high-profile services and the people who use them.
CGI was recognized in the Sunday Times Best Places to Work List 2025 and has been named a UK ‘Best Employer’ by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching), which makes you a CGI Partner, not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent, and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you’ll be part of an open, friendly community of experts. We’ll train and support you in taking your career wherever you want it to go.
The team operates on a hybrid basis, with an expectation of working onsite in the Glasgow office at least two days per week. Core support hours are 9am–5pm, although you may occasionally need to support incident resolution or change activities outside these hours.
Your future duties and responsibilities
In this role, you will take ownership of supporting a portfolio of high-profile web services and applications, investigating incidents, resolving technical problems, and maintaining stable application environments. You’ll use your experience across SQL, UNIX, Windows Server, Azure, and related technologies to navigate complex issues, manage competing priorities, and maintain focus on client and contractual outcomes.
You’ll also have the opportunity to lead application and service improvements, bringing new ideas to the team and helping prevent recurring issues through effective root cause analysis. Working collaboratively with onshore and offshore CGI colleagues, clients, and third-party suppliers, you’ll share your expertise and have the support of the wider team as you deliver service improvements, technical change, and consistently high-quality outcomes.
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- Investigate & Resolve – Own complex technical incidents, including high-severity issues, from diagnosis through to resolution and escalation where required.
- Analyse & Prevent – Conduct root cause analysis and problem investigations to reduce recurring incidents and strengthen service resilience.
- Lead & Improve – Identify and drive application and service improvements that enhance performance, reliability, and client outcomes.
- Monitor & Maintain – Support application availability, performance, security, and data integrity while carrying out appropriate maintenance and system checks.
- Query & Troubleshoot – Use SQL, UNIX, and other technical tools to investigate application, batch-processing, and service issues.
- Change & Deliver – Implement controlled application changes and contribute technical activities to wider project delivery.
- Collaborate & Coordinate – Work across CGI’s onshore and offshore teams to deliver a consistent, stable service.
- Engage & Influence – Build effective relationships with demanding client stakeholders, vendors, and third-party suppliers to progress issues and achieve results.
- Govern & Assure – Follow ITIL-aligned governance, security, and quality processes while maintaining accurate records and technical documentation.
- Manage & Update – Maintain application-stack currency information and patching calendars to support effective lifecycle management.
Required Qualifications To Be Successful In This Role
You’ll bring strong application support experience and the confidence to troubleshoot complex issues across multiple applications and technologies. You should be comfortable taking ownership under pressure, communicating with clients and suppliers, and contributing ideas that improve services. You’ll be supported by colleagues across CGI while using your experience to help strengthen the wider team.
- Strong experience within IT and application support, ideally including application development exposure.
- Practical experience using SQL to execute scripts and query application data.
- Experience working with UNIX environments.
- Familiarity with Windows Server, Azure, and VMware-based environments.
- Knowledge of .NET applications and associated technologies.
- Experience supporting browser-based applications and exposure to Azure and/or AWS hosting services.
- Experience using service management platforms such as ServiceNow, including incident and request management.
- Ability to confidently manage and appropriately escalate high-severity incidents.
- Exposure to tools such as Git and Jira within an IT service or delivery environment.
- Understanding of batch processing, including investigating processing errors.
- Good understanding of ITIL principles, operational maintenance, and system checks.
- Experience working with and coordinating third-party suppliers and vendors.
- Ability to contribute to and review technical, infrastructure, and solution designs.
- Experience contributing to technical projects and delivering IT change.
- Strong written and verbal communication skills, including confidence working directly with clients.
- Ability to produce clear, accurate technical and operational documentation.
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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.
- 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.
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