Model N Flex Lead, Kingston, Ontario, Canada

Role Summary

The Model N Flex Lead is accountable for steady-state operational and technical support delivery for Model N Powered by Flex in an Application Managed Services (AMS) model. The role serves as the primary onsite contact for business and IT stakeholders, drives ITIL-aligned service management (incident, service request, problem, change, and release), and coordinates with offshore L2/L3 teams, Model N product support, and upstream/downstream teams to meet SLAs, stabilize operations, and continuously improve run effectiveness.

Key Responsibilities (AMS – Operational & Technical Support)

Service management & governance: Own onsite AMS governance (daily ops connect, weekly ticket review, monthly service review); maintain service dashboards for SLA/KPI, backlog, aging, and trends; ensure accurate status reporting and stakeholder communication.
Incident & service request management: Ensure timely triage, prioritization, and resolution of incidents and SRs within agreed SLAs; lead major incident bridges as needed; drive communication, stakeholder updates, and restoration validation.
Problem management & RCA: Drive root-cause analysis for Sev1/Sev2 and recurring issues; maintain Known Error Database/knowledge articles; implement preventive fixes or workarounds; reduce repeat incidents through trend analysis and permanent remediation plans.
Technical triage & ecosystem coordination: Coordinate with upstream/downstream systems (ERP, GTN, EDI, middleware), data/ETL teams, and infrastructure/security teams to diagnose and resolve interface, batch, access, and environment issues; manage dependencies and handoffs.
Monitoring & daily operations: Oversee daily health checks, batch/job monitoring, and interface queue monitoring; ensure timely reruns/repairs, reconciliations, and business notifications for exceptions impacting chargebacks, rebates, GP/Medicaid processing, and payments.
Change & release management: Plan and coordinate break/fix deployments, minor enhancements, and vendor hotfixes/seasonal releases; manage change records, CAB inputs, cutover/runbooks, smoke testing, and post-deployment validation in line with client change procedures.
SLA/KPI management & continuous improvement: Track SLA compliance (response/resolution), MTTR/MTTD, backlog aging, reopen rate, and interface processing success; run ticket trend and debt analysis; drive automation and process improvements to reduce toil and recurring operational failures.
Team leadership & shift handover: Lead onsite/offshore execution, set priorities, and remove blockers; ensure clean shift handovers, runbook adherence, and knowledge continuity; mentor team members and ensure appropriate coverage including on-call support (as applicable).
Compliance, audit & documentation: Maintain audit-ready evidence for data fixes, access changes, and releases; support SOX/ITGC and periodic access reviews; ensure SOPs/runbooks, knowledge articles, and operational checklists are current and followed.

Required Qualifications (AMS)

Experience: Typically 10–15+ years overall with 5+ years in Application Support/AMS delivery (L2/L3) and strong exposure to Model N Powered by Flex in a production support context.
Model N functional knowledge: Working knowledge of key modules and operational flows (as applicable): chargebacks, rebates/fees, managed care, government pricing/Medicaid, master data, Validata/data management, and reporting—focused on production issue diagnosis and business impact.
Service delivery leadership: Proven ability to run ITIL-based processes (incident, problem, change, release), lead major incidents, manage escalations, and drive SLA/KPI governance with onsite/offshore teams.
Technical & integration understanding: Hands-on understanding of production support triage for integrations and batch processing (e.g., EDI flows, middleware, ETL/jobs), data reconciliation concepts, and environment/access dependencies across client ecosystems.
ITSM & operational tooling: Proficiency with ticketing/workflow tools (e.g., ServiceNow/Jira), knowledge management practices (KEDB/KBAs), and reporting dashboards; ITIL Foundation (preferred).
Client-facing communication: Strong stakeholder management, crisp incident communications, and ability to present operational metrics, risks, and improvement plans to leadership; comfortable working with overlap hours and on-call expectations as required.

Success Measures

SLA compliance achieved for response and resolution across incident and service request queues; minimal SLA breaches with clear corrective actions.
Improved operational stability: reduced MTTR/MTTD and lower reopen/recurrence rate through effective problem management and RCA.
Healthy ticket hygiene: controlled backlog, reduced aging, accurate prioritization, and transparent weekly/monthly reporting.
Audit readiness maintained: evidence for changes/data fixes, access reviews, and SOP adherence; successful support of SOX/ITGC and client compliance needs.
Measurable continuous improvement: automation/standardization initiatives delivered that reduce manual effort (toil), recurring incidents, and operational risk.

Salary and Other Compensation:

The annual salary for this position is between CAD 100,000 - 140,000 CAD depending on experience and other qualifications of the successful candidate.

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.

Work model

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position open to qualified applicants in the Canada. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

Note: 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.

Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

私たちについて：
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として、AI投資を企業価値へとつなげるフルスタックのAIソリューションを提供しています。業界、業務プロセス、エンジニアリングに関する深い専門性を強みに、各企業固有のコンテキストをテクノロジーシステムに組み込み、人の力を最大限に引き出すとともに、具体的な成果の創出と、急速に変化する世界におけるグローバル企業の競争力維持を支援します。詳しくは、当社ウェブサイト www.cognizant.com 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。