Job Summary
This hybrid systems engineer role focuses on delivering responsive remote desktop support and managing service operations through structured incident change and IT service management practices using Service Now. The role ensures hotel focused business environments remain stable and secure by resolving issues coordinating changes and improving service quality. Day shift work supports global stakeholders without travel.
Responsibilities
- Provide timely remote desktop support to resolve end user technical issues and requests while maintaining high levels of customer satisfaction and clear communication throughout the resolution process.
- Manage incidents from logging to closure by accurately documenting impact and urgency in Service Now and coordinating with relevant teams to restore normal service as quickly and safely as possible.
- Apply structured change lifecycle management practices to assess document and execute low risk changes ensuring adherence to approvals scheduling guidelines and post implementation review activities.
- Monitor and update Service Now tickets including incidents requests and changes to maintain accurate records that support reporting trend analysis and continuous service improvement.
- Collaborate with service management teams to follow standardized IT service management processes that improve stability reduce repeat issues and support operational excellence.
- Troubleshoot operating systems office productivity tools and standard business applications for remote users focusing on root cause resolution and clear guidance to prevent recurrence.
- Support configuration and maintenance of user accounts access permissions and basic endpoint settings in alignment with security and compliance requirements defined by organizational policies.
- Coordinate with infrastructure and application support teams to escalate complex issues and provide detailed diagnostic information ensuring efficient and effective resolution outcomes.
- Contribute to problem identification by capturing recurring incident patterns in Service Now and sharing observations that help improve systems and reduce disruptions for business operations.
- Assist in documenting knowledge articles such as troubleshooting steps workarounds and standard procedures to enable faster resolution times for future cases and enhance team effectiveness.
- Engage with internal customers in a hotel oriented business context by understanding service expectations and adjusting communication style to suit front office back office and operations stakeholders.
- Support hybrid work arrangements by using collaboration tools and secure remote access methods while maintaining consistent productivity and responsiveness during day shift hours.
- Participate in service reviews and feedback sessions to suggest incremental improvements in remote support workflows ticket quality and user experience that strengthen company value and societal trust.
Qualifications
- Demonstrate foundational knowledge of change lifecycle management including planning risk awareness documentation and execution of changes within structured service environments.
- Show practical experience or strong understanding of IT service management concepts such as incident request problem and change practices aligned with recognized service frameworks.
- Use Service Now or similar ticketing tools to log categorize prioritize and track work with accuracy and attention to detail supporting quality reporting and governance expectations.
- Apply remote desktop support skills including basic network checks software installation assistance and guided user troubleshooting across diverse hardware and software setups.
- Possess clear and concise communication skills to interact with technical and nontechnical stakeholders in hotel related or general business settings while remaining professional and inclusive.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai 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.