Job Description

Role Overview

We are seeking an experienced Enterprise Service Management (ESM) Tools Administrator with strong expertise in implementing, configuring, and managing ESM/ITSM platforms. The ideal candidate will have at least 5 years of hands-on experience in tool administration, ensuring seamless platform operations, integrations, upgrades, and supporting business process automation across IT and non-IT functions.



Key Responsibilities



. Administer, configure, and maintain ESM tools (e.g., ServiceNow, BMC Helix, Jira, Cherwell, Freshservice, or equivalent).

. Manage user accounts, roles, permissions, and security compliance within ESM platforms.

. Implement and customize workflows, forms, catalogs, reports, and dashboards to meet organizational needs.

. Ensure system availability, performance optimization, and proactive issue resolution.

. Collaborate with IT and business teams to gather requirements and translate them into tool configurations.

. Manage integrations of ESM platforms with monitoring tools, HR, Finance, and other enterprise applications.

. Perform regular upgrades, patching, and platform enhancements while ensuring backward compatibility.

. Develop and maintain technical documentation, configuration guides, and standard operating procedures.

. Provide support for incident, problem, change, and request management modules.

. Drive automation initiatives to enhance efficiency and service delivery.





Required Skills & Qualifications



. 5+ years of proven experience in administering and supporting ESM/ITSM platforms.

. Strong knowledge of ITIL processes and how they align with ESM tool functionalities.

. Hands-on expertise in configuring workflows, automation, service catalogs, and reporting.

. Experience with system integrations using APIs, web services, or connectors.

. Proficiency in scripting (JavaScript, PowerShell, or equivalent) for automation and customization.

. Strong troubleshooting, analytical, and problem-solving skills.

. Experience managing platform upgrades and migrations.

. Excellent communication and stakeholder collaboration skills.

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 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.