CGI Technologies and Solutions, Inc. Help Desk Manager (Service Now) in Arlington, Virginia

Help Desk Manager (Service Now)

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Help Desk Manager (Service Now)

Category: Business Analysis (functional and technical)

City: Arlington, Virginia, United States

Position ID: J0818-2544

Employment Type: Full Time

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CGI: A place to build an IT career

Position Description:

CGI is seeking an individual to develop, build out and support Army Contract Writing System (ACWS) Help Desk Activities (to include updating a Help Desk plan) for the Department of Army ACWS project. Individual will work within an overall integrated enterprise resource planning COTS product development team, which is ultimately responsible to deliver to the Army a modernized web based contract writing system. Individual will lead the effort to build out a Help Desk framework which will serve to support the ACWS in an operations and support phase.

Individual will work with end users, key stakeholders, government functional representatives and the project management office to gather additional information necessary to build out the Help Desk frameworks and ultimately launch and support the ACWS Help Desk once ACWS goes live next year.

Your future duties and responsibilities:

• Individual will meet with government clients, shape direction and guide the development of all ACWS Help Desk activities and tasks (including updating the Help Desk Plan) as well as build out those tasks as the development of the ACWS solution comes to completion.

• Individual will be responsible for configuration the Incident Management System and developing associated SOPs.


• Assist with tasks associated to completing the ACWS Deployment Plan as well as support deployment and training efforts as needed.

Required qualifications to be successful in this role:

Must have strong written and verbal communication skills. Must also have a good understanding and experience in operating a functional ERP financial or acquisition management system in an operations and maintenance phase of a business system solution. Should also have knowledge and understanding of the Acquisition lifecycle.

Have functional knowledge integrating COTS products. Have ability to interpret business issues and recommends best practices. Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.

Should have strong experience with an Incident Management Response System (e.g. Remedy).



  • Instructional Design and Dev

What you can expect from us:

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

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No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at . You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned .

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.