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
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.
