Job Summary
This hybrid AIOps Service Management Analyst role focuses on managing hardware assets optimizing audio video conferencing services and driving efficient service request fulfillment using structured IT service management practices. The analyst will collaborate across networking and operations teams to ensure stable enterprise services that support media oriented business activities with clear process compliance and measurable service quality improvements.
Responsibilities
- Manage end to end hardware asset lifecycle activities from onboarding through retirement to maintain accurate inventory and ensure optimal asset utilization across enterprise environments.
- Coordinate audio video conferencing service operations to drive reliable meeting experiences and minimize disruptions for internal teams and media focused client engagements.
- Execute service request fulfillment workflows with high accuracy and timely completion to enhance user satisfaction and maintain consistent service management standards.
- Monitor networking related service performance indicators to identify potential service degradation and collaborate with technical teams to restore stable connectivity.
- Apply structured IT service management practices to categorize incidents and service requests ensuring alignment to defined service catalogs and operational procedures.
- Analyze AIOps generated alerts and event patterns to distinguish noise from actionable insights enabling faster resolution of service issues and improvement of operational efficiency.
- Document repeatable procedures for hardware asset updates and conferencing system changes to support knowledge sharing and reduce resolution times for recurring requests.
- Collaborate with media domain stakeholders to understand workflow requirements and adjust service configurations that better support production schedules and content delivery timelines.
- Track compliance against asset management policies and service management processes reporting deviations and recommending corrective actions that safeguard cost and risk objectives.
- Support continuous improvement initiatives across IT service operations by proposing refinements to request routing escalation paths and monitoring rules based on observed trends.
- Coordinate with cross functional teams in a hybrid work model to ensure seamless communication about planned maintenance change activities and potential impact to users.
- Utilize dashboards and reports derived from AIOps platforms to communicate service health asset status and operational risks to management in a clear and timely manner.
- Adhere to day shift schedules and established service windows to provide predictable coverage for user requests and operational monitoring without travel requirements.
Qualifications
- Possess strong hands on experience in hardware asset lifecycle management including asset tracking reconciliation and retirement planning within structured IT environments.
- Demonstrate practical expertise in audio video conferencing platforms and peripherals with the ability to troubleshoot quality issues and coordinate with support teams for resolution.
- Apply proven skills in service request fulfillment using IT service management tools to ensure accurate logging prioritization and closure of requests with clear communication.
- Bring solid understanding of networking fundamentals that supports effective collaboration with network engineers during incident analysis and service restoration activities.
- Show proficiency in IT service management frameworks and ticketing solutions that enable consistent process adherence and traceable service history for audit and review.
- Preferably have exposure to media industry processes which helps align IT services with production timelines content workflows and collaboration needs specific to creative teams.
Certifications Required
ITIL Foundation certification or equivalent IT service management credential plus any relevant vendor training in conferencing systems or asset management platforms.
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.
