Software Support Analyst (IT)

At CGI, we deliver critical digital services that connect people with essential public services, driving meaningful outcomes at scale. As a Software Support Analyst, you will play a pivotal role in ensuring the stability, performance, and continuous improvement of high-profile web applications, helping shape resilient, user-focused solutions. Working within a collaborative, hybrid team, you will take ownership of complex challenges, contribute to service innovation, and support the delivery of secure, high-quality systems that make a real difference to citizens across Scotland. 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. This is a hybrid position. Candidate profile: In this role, you will take ownership of supporting and enhancing critical public-facing applications, ensuring high availability, performance, and security. You will work across a diverse technology stack, resolving incidents, conducting root cause analysis, and driving continuous service improvements while collaborating closely with onshore and offshore teams. You will also contribute to change and project delivery activities, bringing creativity to problem-solving and innovation, while being supported by a collaborative team culture that values quality, accountability, and shared success. Investigate & Resolve incidents across web and cloud-based applications Monitor & Manage service performance, availability, and risk Analyse & Improve root causes through structured problem management Collaborate & Deliver with cross-functional and offshore teams Implement & Govern changes in line with best practices Optimise & Enhance application performance and reliability Engage & Coordinate with third-party vendors and stakeholders Document & Assure high-quality technical outputs and processes Required qualifications to be successful in this role You will bring strong experience in application support and development within complex environments, with the ability to troubleshoot, analyse, and improve systems across cloud and on-premise platforms. A proactive mindset, strong communication skills, and the ability to manage competing priorities are key to success. You should have strong experience in application support within .NET environments Proven ability to troubleshoot .NET, IIS, SQL Server, and Windows Server Experience working with Azure and/or VMware-based environments Strong understanding of C# and ability to analyse code for issue resolution Familiarity with DevOps practices and tools such as Git and Jira Experience supporting browser-based and cloud-hosted applications Ability to manage incidents, changes, and service improvements effectively Excellent written and verbal communication skills

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