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.
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations sur la rémunération sont exactes à la date de publication. Cognizant se réserve le droit de modifier ces informations à tout moment, conformément aux lois applicables.
Les exigences linguistiques varient selon les postes, mais nous demandons à tous les candidats d’avoir une connaissance de base de l’anglais afin de faciliter les communications internes à l’échelle de l’entreprise. Pour les postes basés au Québec, une maîtrise de l’anglais est requise puisque vous fournirez des services et collaborerez avec des parties prenantes situées hors de la province, qui ne parlent pas nécessairement le français.
Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.
