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 comunidad de Cognizant:
Somos un equipo de alto calibre que se aprecia y se apoya mutuamente. Nuestra gente defiende un lugar de trabajo enérgico, colaborativo e inclusivo donde todos puedan prosperar.
- Cognizant es una comunidad global con más de 300.000 asociados en todo el mundo.
- No solo soñamos con una mejor manera, sino que la hacemos realidad.
- Cuidamos a nuestra gente, clientes, empresas, comunidades y el clima haciendo lo correcto.
- Fomentamos un entorno innovador en el que puedes construir la trayectoria profesional adecuada para ti.
Sobre nosotros:
Cognizant es una de las principales empresas de servicios profesionales del mundo, transformando los modelos comerciales, operativos y tecnológicos de los clientes para la era digital. Nuestro enfoque consultivo único basado en la industria ayuda a los clientes a visualizar, construir y ejecutar negocios más innovadores y eficientes. Con sede en los Estados Unidos, Cognizant (miembro del NASDAQ-100 y uno de los Mejores Empleadores Mundiales de Forbes 2024) figura constantemente entre las empresas más admiradas del mundo. Descubre cómo Cognizant ayuda a los clientes a liderar con lo digital en nuestro sitio
Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
Si tienes una discapacidad que requiere adaptaciones razonables para buscar una vacante de trabajo o enviar una solicitud, puedes enviar un correo electrónico a [email protected] con tu solicitud e información de contacto.
Disclaimer:
La información de compensación es precisa a la fecha de esta publicación. Cognizant se reserva el derecho de modificar esta información en cualquier momento, sujeto a la legislación aplicable.
Es posible que se requiera que los solicitantes asistan a entrevistas en persona o por videoconferencia. Además, es posible que se requiera que los candidatos presenten su identificación actual emitida por el estado o gobierno durante cada entrevista.
Aunque nuestro sistema permite la postulación en todos los idiomas, el (los) idioma(s) y el (los) nivel(es) de competencia requeridos para el trabajo varían. Sin embargo, se requiere un nivel básico de inglés para fines de comunicación en toda la empresa.