Job Summary
This hybrid Systems Engineer role focuses on delivering stable and resilient IT services through precise incident management and responsive service desk operations. The role requires hands on expertise with Service Now and related service management tools to ensure timely resolution and continuous improvement. Experience in Property and Casualty Insurance is valued to better align technology services with business outcomes.
Responsibilities
- Manage daily incident queues using Service Now to ensure timely triage categorization and resolution aligned with defined service levels
- Coordinate with service desk analysts to validate incident details and ensure accurate documentation for efficient investigation and closure
- Perform detailed impact and root cause analysis on recurring incidents to propose targeted corrective and preventive actions that reduce service disruptions
- Monitor system alerts and dashboards proactively to detect issues early and initiate incident records before they affect business operations
- Collaborate with infrastructure and application teams to analyze incident trends and drive improvements that enhance system reliability and performance
- Document standard operating procedures and troubleshooting guides for common incidents to support consistent and efficient service desk responses
- Provide clear status updates to stakeholders during high priority incidents to maintain transparency and manage expectations around service restoration
- Support service request fulfillment through Service Now by validating requirements updating task progress and ensuring accurate closure notes
- Identify opportunities to automate repetitive incident handling steps within Service Now workflows to improve efficiency and reduce manual effort
- Contribute to continuous improvement reviews by presenting incident data insights and recommending enhancements to tools processes and knowledge articles
- Coordinate planned maintenance activities with service desk teams to prepare communication minimize user impact and update system records accordingly
- Ensure compliance with organizational policies and audit requirements by maintaining accurate and complete incident and service request records in Service Now
- Adapt incident handling approaches to align with Property and Casualty Insurance processes when applicable so that technology support remains relevant to business priorities
Qualifications
- Demonstrate professional experience in incident management with a strong track record of handling tickets end to end within agreed resolution timelines
- Exhibit solid service desk exposure including interaction with end users accurate ticket logging and clear communication using structured procedures
- Apply advanced knowledge of Service Now modules such as incident problem and request management to configure fields views and reports as required
- Show familiarity with Property and Casualty Insurance workflows including policy claims and billing processes to better understand business context for incidents
- Utilize strong analytical capabilities to interpret incident trends correlate logs and suggest pragmatic improvements to systems or processes
- Communicate clearly in spoken and written form with technical and non technical stakeholders to explain issues resolutions and preventive measures
- Demonstrate ability to work effectively in a hybrid model by managing tasks both on site and remotely while maintaining productivity and responsiveness
- Exhibit sound understanding of IT service management practices including priority definitions escalation paths and service level measurement
- Apply structured problem solving methods to complex incidents by breaking down issues testing hypotheses and validating results before closure
- Coordinate smoothly with cross functional teams by sharing relevant incident information and following up on actions to ensure complete resolution
- Show strong customer focus by emphasizing user experience minimizing service downtime and gathering feedback to refine support practices
- Adhere to day shift schedules and handover routines to maintain continuity across teams while ensuring accurate updates in all assigned tickets
- Leverage documentation and knowledge sharing practices to keep team resources updated so that future incidents are resolved faster and with higher quality
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。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。