SAP Service Desk Senior

Pracovní nabídka

Job Description
Are you ready to take full ownership of complex Service Desk processes and play a key role in our SAP Platform Operations team? Do you want to work with major clients worldwide, ensuring their systems’ safety, availability, and operational excellence?
If this sounds like you, CGI is looking for an experienced professional to join our high-performing, collaborative environment.

Your future duties and responsibilities
• Deliver high-quality service for one of our major banking clients in a highly customized Service Desk setup.
• Independently manage and coordinate client-specific internal tasks and processes.
• Take full ownership of SLA/KPI compliance, reporting, and trend analysis.
• Lead Change Management activities, including reviewing, approving, and presenting in CAB meetings.
• Manage service requests and incidents, ensuring timely, accurate resolution.
• Provide operational leadership—distributing tasks, setting priorities, and overseeing team delivery.
• Serve as the primary point of contact for client’s internal and external teams.
• Apply and improve operational manuals, procedures, and client-specific processes.
• Identify and drive process optimization and continuous improvement initiatives.
• Proactively handle escalations and resolve complex issues.
• Collaborate daily with SAP Basis and SAP Authorizations teams.
• Support onboarding and offboarding processes according to client needs.
• Work in a multicultural, multinational distributed environment.

Required qualifications to be successful in this role
• Advanced experience in Service Desk operations in a client-specific environment.
• Proven ability to coordinate and lead within Service Desk teams and across functions.
• Strong knowledge of ServiceNow and JIRA ITSM tools.
• Strong understanding of ITIL processes (Change, Incident, Problem, Service Request Management).
• Experience applying and improving operational manuals and client-specific documentation.
• Proactive problem-solving skills and ability to perform under pressure.
• Strong ownership, accountability, and self-management skills.
• Excellent communication skills to represent the team and engage with clients effectively.
• Ability to analyze trends and contribute to strategic decision-making.
• Very good written and spoken English skills.
• A university degree (Bachelor’s or above) is a plus.

What we offer:
• Share Purchase Plan
• CGI’s My Assistance Program
• Compensation for long term sickness up to 30 days
• Interest-free company loan
• Referral bonus
• Lunch vouchers – 140CZK
• Group life insurance
• Flu and tick vaccination
• MultiSport card
• Cafeteria Benefit System – 900CZK monthly
• Hybrid Working Model & Flexible working hours
• 5 weeks of vacation + 3 sick days
• Birthday Leave and CSR day
• And many more…