Job Summary
This hybrid systems engineer role focuses on delivering responsive remote desktop support and managing service operations through structured incident change and IT service management practices using Service Now. The role ensures hotel focused business environments remain stable and secure by resolving issues coordinating changes and improving service quality. Day shift work supports global stakeholders without travel.
Responsibilities
- Provide timely remote desktop support to resolve end user technical issues and requests while maintaining high levels of customer satisfaction and clear communication throughout the resolution process.
- Manage incidents from logging to closure by accurately documenting impact and urgency in Service Now and coordinating with relevant teams to restore normal service as quickly and safely as possible.
- Apply structured change lifecycle management practices to assess document and execute low risk changes ensuring adherence to approvals scheduling guidelines and post implementation review activities.
- Monitor and update Service Now tickets including incidents requests and changes to maintain accurate records that support reporting trend analysis and continuous service improvement.
- Collaborate with service management teams to follow standardized IT service management processes that improve stability reduce repeat issues and support operational excellence.
- Troubleshoot operating systems office productivity tools and standard business applications for remote users focusing on root cause resolution and clear guidance to prevent recurrence.
- Support configuration and maintenance of user accounts access permissions and basic endpoint settings in alignment with security and compliance requirements defined by organizational policies.
- Coordinate with infrastructure and application support teams to escalate complex issues and provide detailed diagnostic information ensuring efficient and effective resolution outcomes.
- Contribute to problem identification by capturing recurring incident patterns in Service Now and sharing observations that help improve systems and reduce disruptions for business operations.
- Assist in documenting knowledge articles such as troubleshooting steps workarounds and standard procedures to enable faster resolution times for future cases and enhance team effectiveness.
- Engage with internal customers in a hotel oriented business context by understanding service expectations and adjusting communication style to suit front office back office and operations stakeholders.
- Support hybrid work arrangements by using collaboration tools and secure remote access methods while maintaining consistent productivity and responsiveness during day shift hours.
- Participate in service reviews and feedback sessions to suggest incremental improvements in remote support workflows ticket quality and user experience that strengthen company value and societal trust.
Qualifications
- Demonstrate foundational knowledge of change lifecycle management including planning risk awareness documentation and execution of changes within structured service environments.
- Show practical experience or strong understanding of IT service management concepts such as incident request problem and change practices aligned with recognized service frameworks.
- Use Service Now or similar ticketing tools to log categorize prioritize and track work with accuracy and attention to detail supporting quality reporting and governance expectations.
- Apply remote desktop support skills including basic network checks software installation assistance and guided user troubleshooting across diverse hardware and software setups.
- Possess clear and concise communication skills to interact with technical and nontechnical stakeholders in hotel related or general business settings while remaining professional and inclusive.
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。