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.
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。
