Application Support Analyst

At CGI, you’ll help keep high-profile, business-critical applications running reliably while contributing to the changes that keep them evolving. Joining our Glasgow-based Application Support team, you’ll take ownership of technical incidents, investigate complex problems and identify improvements that strengthen the services our clients and their end users depend on. You’ll have opportunities to solve varied technical challenges, contribute ideas and support application change while working alongside CGI colleagues, offshore teams, clients and technology partners. With access to a collaborative community of experts and continually evolving technologies, you’ll be supported to develop your technical capabilities while making a visible contribution to service quality, resilience and client outcomes.

CGI was recognised 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.

This is a hybrid position but will require at least 2 days a week on site in Glasgow. There may also be occasions when you need to attend a client site, potentially at short notice, to support incident resolution. The position may require out-of-hours support when necessary.

Profil recherché

In this role, you will support a portfolio of complex, critical applications and services, taking ownership of incidents from investigation through to resolution. You’ll monitor service performance, conduct root cause analysis and work collaboratively with colleagues, clients, vendors and third parties to maintain stable, secure and available application environments. You’ll work within ITIL-aligned processes and established governance while having the opportunity to find better ways to resolve problems and improve services.

Alongside day-to-day application support, you’ll contribute to technical change and project delivery, helping applications evolve in response to new technology, legislation and client requirements. Supported by colleagues across CGI, you’ll build your knowledge across a varied technology landscape and contribute ideas that improve quality, resilience and the client experience.

• Investigate & Resolve – Diagnose technical incidents and application problems, identifying effective solutions and restoring services promptly.

• Monitor & Manage – Own assigned incidents and maintain visibility of progress, priorities and client impact.

• Analyse & Prevent – Conduct root cause analysis and problem investigations to reduce recurring incidents.

• Support & Deliver – Complete technical activities supporting application changes and wider project delivery.

• Improve & Innovate – Identify and implement service improvements that strengthen reliability and the client experience.

• Protect & Maintain – Support application security, data integrity, availability and performance while identifying and reducing operational risks.

• Control & Govern – Maintain application-stack currency and patching information while following appropriate change, quality and security processes.

• Collaborate & Communicate – Work as one team with UK and offshore colleagues, clients, suppliers and other CGI teams.

• Document & Assure – Produce high-quality technical documentation and embed quality assurance into day-to-day delivery.

• Partner & Coordinate – Build productive relationships with vendors and third parties to secure timely technical assistance when required.

Required qualifications to be successful in this role

You’ll bring an IT support background with experience supporting applications or working in a comparable technical environment. You should enjoy troubleshooting, be comfortable working through incidents under pressure and communicate effectively with technical and non-technical stakeholders. You’ll also be willing to learn from colleagues, take responsibility for your work and contribute ideas that improve the services you support.

• Experience working within IT or application support, development or a comparable technical environment.

• Practical application troubleshooting and problem-solving capabilities.

• Understanding of ITIL principles and their application within a support environment.

• Experience working across clients, users, internal technical teams, suppliers or external vendors.

• Understanding of routine system maintenance, monitoring and operational checks.

• Experience contributing to technical projects and IT change.

• Ability to contribute to and review infrastructure, solution or technical designs.

• Exposure to IT Service Management tools, such as ServiceNow.

• Ability to produce clear, accurate technical and operational documentation using tools such as Microsoft Word and Excel.

• Strong written and verbal communication and stakeholder-management skills.

• Exposure to technologies such as Java, .NET, WebSphere, Microsoft SQL Server and T-SQL, or comparable technologies.

• Ability to work effectively within a dynamic team and remain organised when incident volumes and priorities change.