Cognizant is seeking a Service Desk Queue Specialist for a full-time remote opportunity. Applicants must be located in the US and have valid US work authorization. Cognizant will not sponsor visas now or anytime in the future.
Responsibilities:
Queue Management & Ticket Governance
- Monitor and manage Incident, Service Request, and Task queues within ServiceDesk Plus ITSM.
- Ensure tickets are categorized, prioritized, assigned, and routed correctly.
- Maintain queue health by proactively identifying backlog, aging tickets, and SLA risks.
- Drive daily ticket reviews to ensure timely progression and resolution.
- Balance workload across Service Desk analysts and support teams.
- Ensure all tickets contain accurate documentation, updates, and closure details.
SLA & Operational Performance
- Monitor SLA compliance and take proactive actions to prevent breaches.
- Track key service desk metrics including:
- First Contact Resolution (FCR)
- Mean Time to Respond (MTTR)
- Mean Time to Resolve
- Resolution SLA Attainment
- Ticket Aging
- Reopen Rates
- Backlog Volumes
- Prepare daily, weekly, and monthly operational dashboards and reports.
- Conduct trend analysis and identify recurring service issues.
Escalation Management
- Act as the primary escalation point for queue-related issues.
- Coordinate with Level 2, Level 3, Infrastructure, Network, Security, Application, and Vendor teams.
- Expedite resolution of P1/P2 incidents and business-critical requests.
- Drive effective stakeholder communication during major incidents.
- Ensure escalations follow established ITIL and organizational procedures.
ServiceDesk Plus Administration
- Maintain queue configurations, business rules, assignment groups, categories, templates, and notifications.
- Support workflow improvements and automation initiatives within ServiceDesk Plus.
- Collaborate with ITSM administrators to optimize routing, SLA policies, and reporting.
- Monitor queue performance using ServiceDesk Plus dashboards and analytics.
Qualifications:
The ideal candidate will have 4 plus years of experience in the following areas.
- ManageEngine ServiceDesk Plus ITSM
- ITIL Framework
- Incident Management
- Service Request Management
- SLA Management
- Problem Management
- Knowledge Management
- Dashboard & Reporting
- Service Desk Analytics
- Excel / Power BI Reporting
- Escalation Management
- Workflow Automation
Preferred Certifications
- ITIL v4 Foundation or higher
- ManageEngine ServiceDesk Plus Certification
- HDI Service Desk Manager
- Lean Six Sigma (Preferred)
The salary range for this role is between $53,000 and $58,000 depending on skills and qualifications of the candidate.
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。
