About the role:
Cognizant is looking for a Technical Service Manager. The Technical Service Manager will be responsible for overseeing technical support and service delivery for our clients. This role requires a deep understanding of IT service management, excellent communication skills and the ability to manage multiple integrated applications. The Technical Service Manager should be able to triage the issues independently and should have experience working in Retail engagements. The Technical Service Manager will also be responsible for daily client meetings including in-person stand-ups and Monthly Service Review (MSR) presentations.
· .Net – Mandatory
· React JS / Node JS
· Exposure to GCP (nice to have)
· Understanding of Support processes such as Incidents, requests, problems and changes
· Should be able to analyze (P1/P2) issues independently and resolve as appropriate
· Should have production support experience in ecommerce/Retail engagements.
Location: Phoenix, AZ (Onsite 3-4 days a week)
Key Responsibilities:
· ServiceNow Ticket Management: Oversee the handling and resolution of ServiceNow tickets.
· Ensure timely and effective resolution of issues reported by clients.
· Client Interaction: Conduct daily stand-up meetings with clients to discuss ongoing issues and updates.
· Present Monthly Service Reviews (MSR) to clients highlighting performance metrics issues resolved and areas for improvement.
· Integrated Application Management: Manage and support multiple integrated applications within the IT ecosystem.
· Ensure seamless data feeds and scheduled job maintenance.
· Issue Troubleshooting and Resolution: Troubleshoot system-level issues and provide effective resolutions.
· Proactively identify potential issues using error logging and alert monitoring tools.
· Communication and Collaboration Communicate effectively with business users to understand their issues and provide solutions.
· Participate in team meetings and collaborate with other departments to ensure smooth service delivery.
· ITSM Methodologies Utilize IT Service Management (ITSM) methodologies to manage and improve service delivery.
· Ensure adherence to ITSM best practices and processes.
· Technical Expertise: Understand and apply technical concepts related to JavaScript HTML CSS RESTful APIs HTTP and networking.
· Stay updated with the latest technologies and industry trends.
· Digital Experience and eCommerce Tools: Work with digital experience and eCommerce tools such as Salesforce Commerce Cloud Google Tag Manager and major content management systems.
· Provide technical support and guidance for these tools.
· Retail Industry Experience: Leverage working experience in the retail industry to understand client needs and provide tailored solutions.
· Relationship Building: Build and maintain effective partnerships with clients and internal teams. Foster a collaborative and team-oriented work environment.
Qualifications:
· 8+ years of IT experience with a focus on handling ServiceNow tickets.
· Experience working in an environment with multiple integrated applications.
· Understanding of data feeds in the IT ecosystem and scheduled job maintenance.
· Ability to troubleshoot system-level issues and provide resolutions.
· Capability to communicate effectively with business users, understand their issues and troubleshoot the problems and provide solutions to the requestors.
· Familiarity with error logging tools and alert monitoring tools to proactively identify potential issues.
· Experience with ticketing tools preferably ServiceNow and a good understanding of ITSM methodologies.
· Excellent written and verbal communication skills with the ability to communicate in team meetings.
· Effective partnering/relationship building abilities.
· Ability to understand technical concepts.
· Collaborative and a team player.
· Familiarity with digital experience and/or eCommerce tools such as Salesforce Commerce, Cloud, Google Tag Manager and major content management systems.
· Working experience with the retail industry. Understanding of JavaScript HTML CSS RESTful APIs HTTP and networking concepts.
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:
Applications will be accepted until July 15th, 2025.
The annual salary for this position will depend on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits 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.
La communauté Cognizant :
Nous sommes une équipe de professionnels dont les membres s'apprécient et se soutiennent mutuellement. Nos collaborateurs sont les garants d'un lieu de travail dynamique, collaboratif et inclusif où chacun peut s'épanouir.
- Cognizant est une communauté mondiale qui compte plus de 300 000+ collaborateurs dans le monde entier.
- Nous ne nous contentons pas de rêver de façons idéales, nous apportons des améliorations concrêtes
- Nous prenons soin de nos collaborateurs, de nos clients, de notre entreprise, de nos communautés et du climat, en faisant ce qui est juste.
- Nous favorisons un environnement innovant où vous pouvez construire le plan de carrière qui vous convient.
À propos de nous :
Cognizant est l’un des leaders mondiaux des services professionnels. Nous transformons les modèles commerciaux, opérationnels et technologiques de nos clients pour les adapter à l’ère numérique. Notre approche consultative, basée sur une connaissance sectorielle, aide nos clients à concevoir, développer et gérer des entreprises plus innovantes et plus efficaces. Basée aux États-Unis, Cognizant (membre du NASDAQ-100 et l’un des meilleurs employeurs du monde en 2024 selon Forbes) figure régulièrement parmi les entreprises les plus admirées au monde. Découvrez comment Cognizant aide ses clients à garder une longueur d’avance grâce au numérique sur le site www.cognizant.com.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
Mentions légales :
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Les candidats peuvent être invités à participer à des entretiens en face à face ou par vidéoconférence. En outre, les candidats peuvent être amenés à présenter une carte d'identité valide lors de chaque entretien.