MSP Support Specialist

Job Title: MSP Support Specialist

Job Location: Hybrid [3 days in Office]- Bridgewater, NJ, USA.

** Please note, this role is not able to offer visa transfer or sponsorship now or in the future**

Role Overview

We are seeking an experienced MSP Support Specialist with strong expertise in ServiceNow operations, license management, and federal compliance environments. This role is critical in managing ServiceNow support functions, ensuring license compliance, driving incident management excellence, and supporting federal client environments governed by Federal Acquisition Regulation (FAR) and Defense Federal Acquisition Regulation Supplement (DFARS) regulations.

The ideal candidate will bring a strong mix of technical expertise, service delivery experience, and stakeholder management skills, along with a proven track record in Managed Services Provider (MSP) environments.

Salary and Other Compensation:

The annual salary for this position is between $79,000 to $90,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

In this role, you will

• Manage and support ServiceNow platform operations, including license management, ticket creation, escalation of platform issues, and coordination with ServiceNow support teams.

• Interpret contracts, purchase orders, and agreements to define license entitlement models and metrics.

• Perform license reconciliation and entitlement tracking across multiple environments and tools to ensure compliance.

• Generate compliance dashboards, executive reports, and KPI metrics, and present insights to stakeholders.

• Identify underutilized licenses and drive optimization and reclamation initiatives.

• Act as a liaison between internal teams, vendors, and stakeholders to resolve discrepancies in licensing and data.

• Coordinate with ServiceNow teams for platform upgrades, patching, and maintenance activities.

• Lead Major Incident (P1/P2) management by acting as Technical Commander, ensuring clear communication and resolution tracking.

• Communicate business impact of high-priority incidents (MI/Hi tickets) to stakeholders and leadership.

• Drive escalation management across service teams, vendors, and senior leadership to ensure timely resolution.

• Support onboarding and migration of new clients, tools, or environments within MSP operations.

• Establish and manage Post-Incident Review (PIR) processes, ensuring RCA completion and closure of action items.

• Analyze incident data to identify trends and recommend improvements for scalability, resiliency, and operational efficiency.

• Prepare and deliver daily, weekly, and monthly operational reports to stakeholders.

• Generate and analyze overage reports against contracts and order forms on a periodic basis.

What you’ll need to succeed (required skills)

• Minimum 7+ years of experience in:

  • Service delivery operations

  • ServiceNow support and administration

  • Incident management and service request fulfillment

  • Reporting and operational analytics

• Bachelor’s degree in Information Technology or a related field

• ServiceNow Certified System Administrator (CSA) (minimum requirement)

• FedRAMP certification and strong understanding of FAR/DFARS compliance

• Deep knowledge of ServiceNow architecture, modules, and platform capabilities

• Strong understanding of:

  • IT Service Management (ITSM)

  • IT Operations Management (ITOM)

  • IT Asset Management (ITAM)

  • ITIL frameworks

Core Competencies

• Strong communication, presentation, and stakeholder management skills

• Ability to manage cross-functional teams and multiple priorities simultaneously

• Strong analytical and problem-solving capabilities

• Experience in incident management (including Major Incident Management - MIM)

• Ability to operate in a high-pressure, customer-facing environment

Preferred Skills

• Experience in MSP (Managed Services Provider) environments

• Familiarity with Agile/Scrum methodologies

• Hands-on experience with tools such as JIRA or similar project management platforms

• Experience working with federal or government clients

• Exposure to license optimization tools and reporting frameworks

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Work model:

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is hybrid role requiring 3 days a week at the client site in Bridgewater, NJ, USA.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

“Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

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。

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