Job Summary
Work as a systems engineer with two to four years of experience providing service desk support incident management and application support for AI enabled chatbot and networking environments ensuring high availability and reliable user experience for product lifecycle management processes in a hybrid work model during day shifts with no travel requirements.
Responsibilities
- Provide responsive service desk support to resolve end user issues in a timely manner while maintaining a strong customer focus and clear communication to reduce downtime and improve productivity for global teams.
- Troubleshoot systems and applications that underpin AI enabled chatbot solutions by identifying root causes of issues and coordinating fixes that maintain consistent and reliable conversational performance for business users.
- Monitor networking related incidents that affect service desk supported applications and coordinate with cross functional teams to restore normal service operations while minimizing disruption to business processes.
- Manage incident queues by categorizing prioritizing and documenting each ticket with clear resolution notes that improve traceability knowledge reuse and continuous improvement of support workflows.
- Collaborate with product lifecycle management stakeholders to understand system dependencies and support requirements ensuring that PLM applications remain stable secure and aligned with business release schedules.
- Investigate recurring application support incidents by analyzing patterns proposing preventive measures and implementing configuration or process changes that reduce incident volume over time.
- Coordinate with development and infrastructure teams to validate fixes and patches for AI enabled chatbot and PLM solutions before deployment ensuring that changes meet functional expectations and do not introduce regressions.
- Maintain and enhance a structured knowledge base by documenting standard operating procedures troubleshooting steps and known issues to enable faster first contact resolution at the service desk.
- Support hybrid work users by resolving connectivity access and application issues related to remote and on site environments thereby ensuring consistent experience and productivity regardless of location.
- Track and report key support metrics such as incident resolution times first contact resolution rate and incident recurrence providing insights that guide process optimization and service quality improvements.
- Coordinate planned maintenance activities by communicating schedules impact and expected outcomes to affected users reducing uncertainty and helping teams plan their work around service windows.
- Assist in continuous improvement of incident management processes by suggesting automation opportunities and workflow enhancements including integration points with AI enabled tools to streamline routine support tasks.
- Engage with business users to gather feedback on chatbot behavior PLM usability and service desk interactions then translate these insights into actionable improvements that increase satisfaction and system adoption.
Qualifications
- Demonstrate hands on experience in service desk operations and incident management including practical exposure to ticketing tools escalation paths and service level adherence within an enterprise environment.
- Apply working knowledge of networking fundamentals such as basic routing switching and connectivity concepts to diagnose issues that affect access to critical business systems and cloud hosted services.
- Show proven experience in service desk application support by handling configuration issues user access problems and integration related incidents across multiple business applications.
- Exhibit practical experience with AI enabled chatbot platforms by supporting training data updates monitoring conversational quality and coordinating with development teams to refine intents and flows.
- Bring domain experience in product lifecycle management processes understanding key stages from concept to end of life and how PLM platforms support engineering manufacturing and change management activities.
- Utilize strong analytical and problem solving skills to assess complex incident scenarios weigh alternative remediation paths and implement solutions that align with operational and security standards.
Certifications Required
ITIL Foundation certification or equivalent in service management and a networking certification such as CCNA or similar foundational network credential
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
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