Job Summary
This hybrid Technical Lead role focuses on designing enhancing and supporting AI enabled chatbots and enterprise service management solutions for day time operations in a large scale environment. The role requires four to eight years of experience in incident management service desk tooling networking and end user analytics with responsibility for guiding technical outcomes that improve reliability and user satisfaction across the organization.
Responsibilities
- Lead design and enhancement of AI enabled chatbot solutions that streamline end user support experiences and increase resolution accuracy across the organization.
- Oversee incident management workflows by optimizing categorization prioritization and routing practices to reduce downtime and improve overall service reliability.
- Provide technical oversight for end user tools such as Nexthink by defining usage patterns health metrics and remediation actions that elevate employee productivity.
- Drive continuous improvement of service desk operations by analyzing ticket trends refining knowledge content and aligning support procedures with business priorities.
- Coordinate configuration and optimization of Service Now modules focused on request fulfillment incident handling and self service capabilities to strengthen operational efficiency.
- Manage service desk application support activities by troubleshooting issues guiding enhancements and ensuring stable performance for front line support teams.
- Collaborate with networking specialists to analyze connectivity dependencies refine escalation paths and enhance end to end service performance for critical business applications.
- Guide technical investigation of recurring incidents by conducting root cause analysis and defining actionable corrective measures that prevent future disruptions.
- Partner with media domain stakeholders when applicable to understand content workflows audience engagement needs and platform specific support demands that shape solution design.
- Review operational dashboards and analytics drawn from Nexthink Service Now and related tools to identify improvement opportunities and propose targeted optimization initiatives.
- Coordinate cross functional workshops to align chatbot behavior knowledge articles and service desk scripts with evolving organizational policies and end user expectations.
- Ensure compliance with company standards and regulatory requirements by documenting technical changes maintaining accurate configuration records and supporting audit readiness.
- Drive adoption of hybrid work model practices by enabling secure remote access resilient collaboration tools and support processes tailored for distributed teams.
Qualifications
- Display strong proficiency in AI enabled chatbot platforms and conversational design concepts that support scalable virtual assistance for diverse user groups.
- Demonstrate hands on experience in incident management practices including impact assessment major incident coordination and effective communication with stakeholders.
- Show advanced capability in using end user analytics tools such as Nexthink to monitor device health track user experience indicators and initiate proactive remediation.
- Possess solid expertise in service desk operations including queue management knowledge management and performance reporting across day time support hours.
- Bring practical experience in configuring and supporting Service Now or equivalent service management applications focused on incidents requests and automation workflows.
- Exhibit working knowledge of networking fundamentals including routing concepts common connectivity issues and collaboration with network specialists during incident resolution.
- Offer background in service desk application support encompassing troubleshooting implementation defects coordinating fixes and validating functional stability after changes.
- Preferably have exposure to media domain environments that involve digital content delivery audience centric platforms and associated operational support needs.
Over Cognizant
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.
Aanvullende arbeidsinformatie
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