Job Description

Job Description

We are seeking an experienced Senior Support Specialist (CGI WMIS) to provide high-level application support, technical leadership, and operational stability for the CGI Work Management Information System (WMIS) and its integrated platforms. This role requires a strong mix of application support expertise, problem management, and coordination across business, infrastructure, and development teams.

The ideal candidate will have deep L2/L3 support experience, strong analytical skills, and the ability to manage high-severity incidents while driving long-term improvements. You will play a critical role in ensuring system reliability, optimizing performance, and guiding junior team members.

What You’ll Do

• Lead L2/L3 application support for CGI WMIS and integrated systems including Maximo, GIS, SAP, and Mobile Workforce
• Perform incident triage , drive root cause analysis (RCA) , and coordinate resolution of complex issues
• Manage problem tickets, propose preventive measures, and ensure long-term fixes are implemented
• Perform data analysis and corrections , execute advanced SQL/PL/SQL scripts, and conduct backend validations
• Support and validate application patches, hotfixes, upgrades, and configuration changes
• Monitor interface health, batch jobs, and system performance across connected platforms
• Collaborate with business analysts and operations teams to convert recurring issues into improvements or automation opportunities
• Participate in change management , release coordination, and ITIL-compliant support processes
• Mentor junior support engineers; review technical deliverables and ensure support quality
• Maintain and enhance the Knowledge Base (KB) , SOPs, configuration documents, and process flows
• Provide insights during monthly/quarterly service reviews and recommend optimization strategies
• Participate in data conversion and ongoing data maintenance activities
• Offer best practices, out-of-the-box solutions, and contribute to technical leadership within the support team
• Perform additional related duties as assigned

Key Skills & Experience

• Strong background in WMIS application support , preferably CGI WMIS
• Hands-on expertise with SQL / PL/SQL , backend validations, and data correction activities
• Experience supporting integrations with systems like Maximo, GIS, SAP, Mobile Workforce
• Proven ability to manage high-severity incidents , conduct RCA, and drive permanent fixes
• Understanding of ITIL processes including Incident, Problem, and Change Management
• Experience with application patches, deployments, and scripted updates
• Strong analytical skills with the ability to troubleshoot complex application or interface issues
• Ability to lead support efforts, guide junior engineers, and communicate with cross-functional teams
• Excellent documentation and knowledge management skills
• Strong communication and stakeholder-management capabilities

Deliverables You Will Contribute To

• End-to-end process flows and operational documentation
• Mentor and conduct knowledge transfer to client teams
• Participate as a key contributor or primary author in all support-related deliverables
• Provide technical leadership , best practices, and solution recommendations
• Support data conversion, data maintenance , and continuous system improvement
• Offer thought leadership, improvement suggestions, and hands-on technical support
• Deliver consistent, high-quality application support aligned with business needs

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