Job Description
• Monitor and manage service requests and field technician dispatches.
• Prioritize and assign tickets based on SLAs, urgency, and technician availability.
• Act as a central point of contact between end users, remote support teams, and field engineers.
• Ensure proper documentation and tracking of all dispatched service requests.
• Provide initial troubleshooting and remote assistance before escalating to on-site teams.
• Optimize technician scheduling and route planning for efficiency.
• Track and report on field service performance metrics (e.g., response time, resolution rate).
• Escalate critical incidents to appropriate resolver groups and leadership.
• Maintain strong communication with customers regarding ticket status and resolution updates.
• Collaborate with IT teams to improve dispatch processes and service delivery.
• Will be working from Office all 5 days.
Skillset: Strong knowledge of ITSM tools (ServiceNow, Remedy, etc.). Experience in incident management, remote troubleshooting, and technician coordination.
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.
Additional employment information
Compensation 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.
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.
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.
