ITSM and Service Integration Architect Full Time NEW

ITSM and Service Integration Architect

Position Description
At CGI, we help clients strengthen security, governance, and operational resilience through innovative technology solutions. We are seeking to support the integration of PAM capabilities with IT Service Management (ITSM) and Service Asset & Configuration Management (SACM) processes. This is a high-impact role where you will work with senior stakeholders to define integration strategies, improve governance, and help deliver secure, auditable privileged access services within a complex environment.

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.

Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. This is a hybrid position with travel to Chippenham.

Your future duties and responsibilities
In this role, you will define how PAM integrates with ITSM processes, tooling, and governance frameworks. You will work with stakeholders to assess current service management processes, identify integration gaps, and develop high-level strategies covering privileged access requests, approvals, audit workflows, break-glass processes, and ticket correlation.
You will also support SACM service modelling activities, develop integration roadmaps, produce operating model artefacts, and help ensure PAM services are aligned with audit, compliance, and reporting requirements.

Key responsibilities:

• Assess and document current ITSM processes and PAM dependencies

• Define PAM integration requirements and recommended approaches

• Produce high-level integration diagrams and operating model inputs

• Support service modelling within BMC Remedy and BMC Helix

• Identify risks, issues, dependencies, and integration constraints

• Map ITSM processes to PAM audit and compliance requirements

• Develop MVP recommendations for PAM and ITSM integration

• Deliver stakeholder briefings and governance engagement activities

Required qualifications to be successful in this role
You will have experience delivering ITSM, service integration, or security governance initiatives, with a strong understanding of Privileged Access Management and service management processes. You should be comfortable engaging with both technical teams and senior stakeholders.

Essential skills and experience:

• Experience with ITSM processes including Incident, Change, Problem, and Request Management

• Knowledge of Privileged Access Management (PAM) concepts and governance

• Experience with SACM and service modelling principles

• Knowledge of BMC Remedy and/or BMC Helix

• Experience producing process maps, integration designs, and operating models

• Understanding of APIs, workflow automation, and service integrations

• Strong stakeholder management and communication skills

• Experience in regulated, government, or defence environments is desirable

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team-one of the largest IT and business consulting services firms in the world.