Job Summary
This hybrid Systems Engineer role focuses on delivering stable and resilient IT services through precise incident management and responsive service desk operations. The role requires hands on expertise with Service Now and related service management tools to ensure timely resolution and continuous improvement. Experience in Property and Casualty Insurance is valued to better align technology services with business outcomes.
Responsibilities
- Manage daily incident queues using Service Now to ensure timely triage categorization and resolution aligned with defined service levels
- Coordinate with service desk analysts to validate incident details and ensure accurate documentation for efficient investigation and closure
- Perform detailed impact and root cause analysis on recurring incidents to propose targeted corrective and preventive actions that reduce service disruptions
- Monitor system alerts and dashboards proactively to detect issues early and initiate incident records before they affect business operations
- Collaborate with infrastructure and application teams to analyze incident trends and drive improvements that enhance system reliability and performance
- Document standard operating procedures and troubleshooting guides for common incidents to support consistent and efficient service desk responses
- Provide clear status updates to stakeholders during high priority incidents to maintain transparency and manage expectations around service restoration
- Support service request fulfillment through Service Now by validating requirements updating task progress and ensuring accurate closure notes
- Identify opportunities to automate repetitive incident handling steps within Service Now workflows to improve efficiency and reduce manual effort
- Contribute to continuous improvement reviews by presenting incident data insights and recommending enhancements to tools processes and knowledge articles
- Coordinate planned maintenance activities with service desk teams to prepare communication minimize user impact and update system records accordingly
- Ensure compliance with organizational policies and audit requirements by maintaining accurate and complete incident and service request records in Service Now
- Adapt incident handling approaches to align with Property and Casualty Insurance processes when applicable so that technology support remains relevant to business priorities
Qualifications
- Demonstrate professional experience in incident management with a strong track record of handling tickets end to end within agreed resolution timelines
- Exhibit solid service desk exposure including interaction with end users accurate ticket logging and clear communication using structured procedures
- Apply advanced knowledge of Service Now modules such as incident problem and request management to configure fields views and reports as required
- Show familiarity with Property and Casualty Insurance workflows including policy claims and billing processes to better understand business context for incidents
- Utilize strong analytical capabilities to interpret incident trends correlate logs and suggest pragmatic improvements to systems or processes
- Communicate clearly in spoken and written form with technical and non technical stakeholders to explain issues resolutions and preventive measures
- Demonstrate ability to work effectively in a hybrid model by managing tasks both on site and remotely while maintaining productivity and responsiveness
- Exhibit sound understanding of IT service management practices including priority definitions escalation paths and service level measurement
- Apply structured problem solving methods to complex incidents by breaking down issues testing hypotheses and validating results before closure
- Coordinate smoothly with cross functional teams by sharing relevant incident information and following up on actions to ensure complete resolution
- Show strong customer focus by emphasizing user experience minimizing service downtime and gathering feedback to refine support practices
- Adhere to day shift schedules and handover routines to maintain continuity across teams while ensuring accurate updates in all assigned tickets
- Leverage documentation and knowledge sharing practices to keep team resources updated so that future incidents are resolved faster and with higher quality
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。