Job Summary
This hybrid AIOps Service Management Analyst role focuses on managing hardware assets optimizing audio video conferencing services and driving efficient service request fulfillment using structured IT service management practices. The analyst will collaborate across networking and operations teams to ensure stable enterprise services that support media oriented business activities with clear process compliance and measurable service quality improvements.
Responsibilities
- Manage end to end hardware asset lifecycle activities from onboarding through retirement to maintain accurate inventory and ensure optimal asset utilization across enterprise environments.
- Coordinate audio video conferencing service operations to drive reliable meeting experiences and minimize disruptions for internal teams and media focused client engagements.
- Execute service request fulfillment workflows with high accuracy and timely completion to enhance user satisfaction and maintain consistent service management standards.
- Monitor networking related service performance indicators to identify potential service degradation and collaborate with technical teams to restore stable connectivity.
- Apply structured IT service management practices to categorize incidents and service requests ensuring alignment to defined service catalogs and operational procedures.
- Analyze AIOps generated alerts and event patterns to distinguish noise from actionable insights enabling faster resolution of service issues and improvement of operational efficiency.
- Document repeatable procedures for hardware asset updates and conferencing system changes to support knowledge sharing and reduce resolution times for recurring requests.
- Collaborate with media domain stakeholders to understand workflow requirements and adjust service configurations that better support production schedules and content delivery timelines.
- Track compliance against asset management policies and service management processes reporting deviations and recommending corrective actions that safeguard cost and risk objectives.
- Support continuous improvement initiatives across IT service operations by proposing refinements to request routing escalation paths and monitoring rules based on observed trends.
- Coordinate with cross functional teams in a hybrid work model to ensure seamless communication about planned maintenance change activities and potential impact to users.
- Utilize dashboards and reports derived from AIOps platforms to communicate service health asset status and operational risks to management in a clear and timely manner.
- Adhere to day shift schedules and established service windows to provide predictable coverage for user requests and operational monitoring without travel requirements.
Qualifications
- Possess strong hands on experience in hardware asset lifecycle management including asset tracking reconciliation and retirement planning within structured IT environments.
- Demonstrate practical expertise in audio video conferencing platforms and peripherals with the ability to troubleshoot quality issues and coordinate with support teams for resolution.
- Apply proven skills in service request fulfillment using IT service management tools to ensure accurate logging prioritization and closure of requests with clear communication.
- Bring solid understanding of networking fundamentals that supports effective collaboration with network engineers during incident analysis and service restoration activities.
- Show proficiency in IT service management frameworks and ticketing solutions that enable consistent process adherence and traceable service history for audit and review.
- Preferably have exposure to media industry processes which helps align IT services with production timelines content workflows and collaboration needs specific to creative teams.
Certifications Required
ITIL Foundation certification or equivalent IT service management credential plus any relevant vendor training in conferencing systems or asset management platforms.
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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