Application Support Analyst

Free-Work UK; Glasgow; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Private healthcare

Pension

Share scheme

Job summary

CGI is seeking an experienced Application Support specialist to own high‑profile incidents, investigate issues across SQL, UNIX, Windows Server and Azure, and drive improvements that boost performance and resilience.

You’ll work on a hybrid basis with on-site Glasgow presence at least two days a week, collaborating with onshore and offshore teams, vendors and clients to deliver stable services and clear outcomes.

Qualifications

• Strong application support experience across multiple apps.
• Proficient in SQL for querying data.
• Experience with UNIX environments.
• Familiar with Windows Server, Azure and VMware.
• Knowledge of .NET applications.
• Experience with browser-based apps and hosting on Azure/AWS.
• Proficient with ServiceNow incident management.
• Ability to manage high-severity incidents.
• Experience with Git and Jira in IT service/delivery.
• Understanding of ITIL principles.

Responsibilities

• Own complex incidents from diagnosis to resolution and escalation.
• Conduct root cause analysis to reduce recurring incidents.
• Lead application and service improvements.
• Support availability, performance, security and data integrity.
• Troubleshoot using SQL, UNIX and other tools.
• Implement controlled application changes.
• Collaborate with CGI onshore and offshore teams.
• Engage with client stakeholders, vendors and suppliers.
• Follow ITIL governance and document processes.
• Maintain application-stack currency and patch calendars.

Skills

IT & application support

SQL scripting

UNIX environments

Windows Server / Azure

NET applications

ServiceNow

Git & Jira

ITIL knowledge

Vendor coordination

Documentation skills

Tools

VMware

Azure

AWS

Job 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 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.

The team operates on a hybrid basis, with an expectation of working onsite in 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.

Candidate Profile

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.

• 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 escalat[e?] 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.