About the Role
As an Application Support Engineer - Retail Systems Support, you will make an impact by ensuring the stability, performance, and reliability of critical store applications that support retail operations. You will be a valued member of the Digital Engineering team and work closely with business stakeholders, store operations teams, engineering teams, infrastructure teams, and third-party vendors to deliver exceptional application support and operational excellence.
In This Role, You Will:
- Support and maintain mission-critical store applications across a diverse technology landscape, ensuring high availability and optimal performance.
- Serve as the primary technical point of contact for store business teams, managing issue triage, communication, escalation, and resolution.
- Own incident, problem, and change management processes within ServiceNow while ensuring adherence to SLAs and support standards.
- Participate in on-call support rotations and respond to production incidents, including during peak retail periods such as holiday and Black Friday events.
- Design, build, and maintain monitoring, alerting, and observability solutions to proactively identify and resolve issues.
- Develop and maintain automation scripts and support tools to improve operational efficiency and reduce manual effort.
- Conduct root cause analysis for recurring incidents and implement permanent corrective actions to improve system reliability.
- Collaborate with cross-functional teams on application deployments, enhancements, and store initiatives.
Work Model
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position requiring 3 days per week onsite and 2 days remote in Johns Creek, Georgia. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.
Please note that this position is not eligible for visa transfer or sponsorship now or at any time in the future.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What You Need to Have to Be Considered
- 4+ years of experience in Application Production Support, L2/L3 Support, Application Operations, or related support roles.
- Hands-on experience supporting enterprise applications across multiple technology stacks, including Java, .NET, middleware, cloud services, or retail platforms.
- Strong knowledge of ServiceNow Incident, Problem, and Change Management processes.
- Experience with monitoring and observability tools such as Splunk, Dynatrace, Grafana, AppDynamics, CloudWatch, or similar platforms.
- Proficiency in scripting and automation using Python, Shell, or PowerShell.
- Strong analytical and troubleshooting skills across application, infrastructure, and network layers.
- Proven ability to communicate effectively with both technical and business stakeholders.
- Willingness to participate in an on-call rotation, including weekends and holidays, based on business requirements.
These Will Help You Stand Out
- Experience supporting retail, point-of-sale (POS), or store systems environments.
- Understanding of ITIL-based support practices and service management methodologies.
- Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform (GCP).
- Familiarity with CI/CD deployment, release management, and rollback processes.
- Experience implementing automation and operational improvements that reduce ticket volumes and improve MTTR.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Salary and Other Compensation
The annual salary for this position is between $81,337 and $136,500 depending on experience, qualifications, geographic location, and other factors permitted by law.
This position is also eligible for Cognizant's discretionary annual incentive program, based on individual and company performance.
Benefits
Cognizant offers a competitive benefits package, which includes:
- Medical, Dental, Vision, and Life Insurance
- 401(k) Plan with Company Contributions
- Paid Time Off (PTO) and Company Holidays
- Short-Term and Long-Term Disability Coverage
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
- Employee Assistance Program (EAP)
- Wellness and Wellbeing Programs
- Parental Leave and Family Support Benefits
- Tuition Reimbursement and Professional Development Opportunities
- Employee Recognition and Referral Programs
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional sobre el empleo
La información sobre la compensación es exacta en la fecha de publicación de este anuncio. Cognizant se reserva el derecho de modificar esta información en cualquier momento, de conformidad con la legislación aplicable.
Es posible que se solicite a los solicitantes que asistan a entrevistas de forma presencial o mediante videoconferencia. Asimismo, durante cada entrevista, los candidatos podrán estar obligados a presentar un documento de identidad válido emitido por el estado o por el gobierno.
Cognizant es un empleador que ofrece igualdad de oportunidades. Su solicitud y candidatura no se evaluarán en función de la raza, el color, el sexo, la religión, el credo, la orientación sexual, la identidad de género, el origen nacional, la discapacidad, la información genética, el embarazo, la condición de veterano ni cualquier otra característica protegida por las leyes federales, estatales o locales.
