Job Summary
This hybrid Technical Lead role focuses on designing enhancing and supporting AI enabled chatbots and enterprise service management solutions for day time operations in a large scale environment. The role requires four to eight years of experience in incident management service desk tooling networking and end user analytics with responsibility for guiding technical outcomes that improve reliability and user satisfaction across the organization.
Responsibilities
- Lead design and enhancement of AI enabled chatbot solutions that streamline end user support experiences and increase resolution accuracy across the organization.
- Oversee incident management workflows by optimizing categorization prioritization and routing practices to reduce downtime and improve overall service reliability.
- Provide technical oversight for end user tools such as Nexthink by defining usage patterns health metrics and remediation actions that elevate employee productivity.
- Drive continuous improvement of service desk operations by analyzing ticket trends refining knowledge content and aligning support procedures with business priorities.
- Coordinate configuration and optimization of Service Now modules focused on request fulfillment incident handling and self service capabilities to strengthen operational efficiency.
- Manage service desk application support activities by troubleshooting issues guiding enhancements and ensuring stable performance for front line support teams.
- Collaborate with networking specialists to analyze connectivity dependencies refine escalation paths and enhance end to end service performance for critical business applications.
- Guide technical investigation of recurring incidents by conducting root cause analysis and defining actionable corrective measures that prevent future disruptions.
- Partner with media domain stakeholders when applicable to understand content workflows audience engagement needs and platform specific support demands that shape solution design.
- Review operational dashboards and analytics drawn from Nexthink Service Now and related tools to identify improvement opportunities and propose targeted optimization initiatives.
- Coordinate cross functional workshops to align chatbot behavior knowledge articles and service desk scripts with evolving organizational policies and end user expectations.
- Ensure compliance with company standards and regulatory requirements by documenting technical changes maintaining accurate configuration records and supporting audit readiness.
- Drive adoption of hybrid work model practices by enabling secure remote access resilient collaboration tools and support processes tailored for distributed teams.
Qualifications
- Display strong proficiency in AI enabled chatbot platforms and conversational design concepts that support scalable virtual assistance for diverse user groups.
- Demonstrate hands on experience in incident management practices including impact assessment major incident coordination and effective communication with stakeholders.
- Show advanced capability in using end user analytics tools such as Nexthink to monitor device health track user experience indicators and initiate proactive remediation.
- Possess solid expertise in service desk operations including queue management knowledge management and performance reporting across day time support hours.
- Bring practical experience in configuring and supporting Service Now or equivalent service management applications focused on incidents requests and automation workflows.
- Exhibit working knowledge of networking fundamentals including routing concepts common connectivity issues and collaboration with network specialists during incident resolution.
- Offer background in service desk application support encompassing troubleshooting implementation defects coordinating fixes and validating functional stability after changes.
- Preferably have exposure to media domain environments that involve digital content delivery audience centric platforms and associated operational support needs.
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。