Offre d'emploi Service Process Analyst

In this role, you will provide day-to-day service oversight for one or more clients, ensuring issues are managed effectively and that services are delivered in line with agreed SLAs. You will be the link between our clients and technical teams, maintaining accurate service records and ensuring incidents are resolved with professionalism and care.



You’ll also have the opportunity to influence continuous improvement, identifying ways to enhance processes and service outcomes. While you’ll engage with cloud platforms such as AWS and Azure, your main focus will be on service management, incident handling, and building strong, trust-based client relationships.



Key responsibilities include:

Provide operational oversight and client-facing service management

Build strong, collaborative relationships with client stakeholders

Triage and manage incidents, ensuring SLA compliance and client satisfaction

Maintain high-quality documentation and service records

Escalate and coordinate with technical teams to drive swift resolution

Identify opportunities to improve processes and efficiency

Contribute to Agile ways of working within service delivery teams

Participate in an on-call support rota when required

Required qualifications to be successful in this role

To succeed, you should bring proven experience in IT service or support roles, strong incident management skills, and a confident ability to engage with clients. Experience with ITSM tools and frameworks, alongside exposure to cloud environments, will help you thrive in this role.

You should have:

Experience in Level 2 IT support, service delivery, or service management

Strong incident triage, problem-solving, and escalation skills

Familiarity with ITIL principles; release management experience is an advantage

Hands-on use of ITSM tools (e.g., ServiceNow, Jira, Service Desk)

Understanding of cloud platforms (AWS, Azure) desirable

Strong communication and client engagement abilities

A proactive mindset to drive continuous service improvement

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.