Job Summary
The technical lead will design enhance and support AI enabled chatbot and service desk solutions for a global enterprise environment ensuring stable incident management workflows and high quality user support. The role focuses on Service Now platform integration Windows based operations and networking fundamentals while working fully from office in a day shift in a French speaking environment.
Responsibilities
- Drive the design and continuous improvement of AI enabled chatbot workflows that streamline service desk interactions and reduce incident resolution time for business users.
- Coordinate technical activities for incident management across networking and Windows environments to ensure timely restoration of services with minimal business disruption.
- Implement and optimize conversational flows in AI enabled chatbot solutions so that users receive accurate and context aware responses in French and other configured languages.
- Configure and enhance Service Now modules for incident request and knowledge management to support standardized service desk processes and reporting needs.
- Analyze incident trends across network Windows and application domains to propose preventive actions that reduce recurring issues and improve platform reliability.
- Collaborate closely with service desk analysts to understand pain points refine chatbot intents and improve routing logic for faster issue resolution.
- Develop and maintain technical documentation for chatbot configurations Service Now workflows and incident handling runbooks to ensure consistent operations across teams.
- Support Windows based endpoint and server environments by performing incident triage basic troubleshooting and escalation coordination according to defined service levels.
- Work with networking teams to validate connectivity related incidents document findings and ensure that service desk has clear guidance for common network issues.
- Provide clear and professional communication in French and English to stakeholders during incident lifecycle status updates and post incident reviews.
- Monitor key performance indicators for service desk and chatbot usage such as response times and user satisfaction and propose targeted improvements based on data insights.
- Ensure strict adherence to organization policies security standards and compliance requirements while handling user data within chatbot and Service Now solutions.
- Participate in knowledge sharing sessions and contribute to knowledge base articles that help service desk teams resolve incidents more efficiently.
Qualifications
- Demonstrate solid experience working with AI enabled chatbot platforms or frameworks where intent design training data preparation and continuous tuning were core responsibilities.
- Show proven hands on expertise with Service Now including configuration of incident request and knowledge modules and integration with related IT service management tools.
- Exhibit working knowledge of incident management practices following common industry frameworks with emphasis on impact assessment prioritization and escalation paths.
- Display practical experience supporting Windows environments including basic troubleshooting for user endpoints servers and core productivity tools.
- Possess foundational understanding of networking concepts such as IP addressing routing switching and connectivity diagnostics relevant to service desk scenarios.
- Communicate fluently as a native level French speaker with strong reading writing and speaking capabilities suitable for user facing support and documentation.
- Apply strong analytical and problem-solving skills to interpret incident data identify patterns and translate findings into actionable technical improvements.
- First point of contact for users customers reporting service disruption or requesting service
- Recording classifying matching routing resolving (unless assigned to other support groups) and closing incidents
- Monitor Follow up action incidents & Service requests
- Provide customer updates as required resolve tickets
- Provide detailed documentation in call logging system
- Take ownership and responsibility for problems for clients technical issues
- Increase knowledge base by passing new issue resolution information to Service Desks Knowledge Administrator through the established Missing Knowledge process
- Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation
- Maintain a high level of Quality Customer Service.
Certifications Required
ITIL Foundation certification is a plus.
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。
