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.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
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, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
