Model N Flex Lead

Role Summary

The Model N Flex Lead is accountable for steady-state operational and technical support delivery for Model N Powered by Flex in an Application Managed Services (AMS) model. The role serves as the primary onsite contact for business and IT stakeholders, drives ITIL-aligned service management (incident, service request, problem, change, and release), and coordinates with offshore L2/L3 teams, Model N product support, and upstream/downstream teams to meet SLAs, stabilize operations, and continuously improve run effectiveness.

Key Responsibilities (AMS – Operational & Technical Support)

• Service management & governance: Own onsite AMS governance (daily ops connect, weekly ticket review, monthly service review); maintain service dashboards for SLA/KPI, backlog, aging, and trends; ensure accurate status reporting and stakeholder communication.
• Incident & service request management: Ensure timely triage, prioritization, and resolution of incidents and SRs within agreed SLAs; lead major incident bridges as needed; drive communication, stakeholder updates, and restoration validation.
• Problem management & RCA: Drive root-cause analysis for Sev1/Sev2 and recurring issues; maintain Known Error Database/knowledge articles; implement preventive fixes or workarounds; reduce repeat incidents through trend analysis and permanent remediation plans.
• Technical triage & ecosystem coordination: Coordinate with upstream/downstream systems (ERP, GTN, EDI, middleware), data/ETL teams, and infrastructure/security teams to diagnose and resolve interface, batch, access, and environment issues; manage dependencies and handoffs.
• Monitoring & daily operations: Oversee daily health checks, batch/job monitoring, and interface queue monitoring; ensure timely reruns/repairs, reconciliations, and business notifications for exceptions impacting chargebacks, rebates, GP/Medicaid processing, and payments.
• Change & release management: Plan and coordinate break/fix deployments, minor enhancements, and vendor hotfixes/seasonal releases; manage change records, CAB inputs, cutover/runbooks, smoke testing, and post-deployment validation in line with client change procedures.
• SLA/KPI management & continuous improvement: Track SLA compliance (response/resolution), MTTR/MTTD, backlog aging, reopen rate, and interface processing success; run ticket trend and debt analysis; drive automation and process improvements to reduce toil and recurring operational failures.
• Team leadership & shift handover: Lead onsite/offshore execution, set priorities, and remove blockers; ensure clean shift handovers, runbook adherence, and knowledge continuity; mentor team members and ensure appropriate coverage including on-call support (as applicable).
• Compliance, audit & documentation: Maintain audit-ready evidence for data fixes, access changes, and releases; support SOX/ITGC and periodic access reviews; ensure SOPs/runbooks, knowledge articles, and operational checklists are current and followed.

Required Qualifications (AMS)

• Experience: Typically 10–15+ years overall with 5+ years in Application Support/AMS delivery (L2/L3) and strong exposure to Model N Powered by Flex in a production support context.
• Model N functional knowledge: Working knowledge of key modules and operational flows (as applicable): chargebacks, rebates/fees, managed care, government pricing/Medicaid, master data, Validata/data management, and reporting—focused on production issue diagnosis and business impact.
• Service delivery leadership: Proven ability to run ITIL-based processes (incident, problem, change, release), lead major incidents, manage escalations, and drive SLA/KPI governance with onsite/offshore teams.
• Technical & integration understanding: Hands-on understanding of production support triage for integrations and batch processing (e.g., EDI flows, middleware, ETL/jobs), data reconciliation concepts, and environment/access dependencies across client ecosystems.
• ITSM & operational tooling: Proficiency with ticketing/workflow tools (e.g., ServiceNow/Jira), knowledge management practices (KEDB/KBAs), and reporting dashboards; ITIL Foundation (preferred).
• Client-facing communication: Strong stakeholder management, crisp incident communications, and ability to present operational metrics, risks, and improvement plans to leadership; comfortable working with overlap hours and on-call expectations as required.

Success Measures

• SLA compliance achieved for response and resolution across incident and service request queues; minimal SLA breaches with clear corrective actions.
• Improved operational stability: reduced MTTR/MTTD and lower reopen/recurrence rate through effective problem management and RCA.
• Healthy ticket hygiene: controlled backlog, reduced aging, accurate prioritization, and transparent weekly/monthly reporting.
• Audit readiness maintained: evidence for changes/data fixes, access reviews, and SOP adherence; successful support of SOX/ITGC and client compliance needs.
• Measurable continuous improvement: automation/standardization initiatives delivered that reduce manual effort (toil), recurring incidents, and operational risk.

Salary and Other Compensation:

The annual salary for this position is between CAD 100,000 - 140,000 CAD depending on experience and other qualifications of the successful candidate.

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.

Work model

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position open to qualified applicants in the Canada. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

Note: 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.

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.

Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

A comunidade Cognizant:

Somos uma equipe de alto calibre que aprecia e apoia uns aos outros. Nosso pessoal defende um local de trabalho enérgico, colaborativo e inclusivo, onde todos possam prosperar.

• A Cognizant é uma comunidade global com mais de 300,000 funcionários em todo o mundo.
• Não sonhamos apenas com um caminho melhor – nós fazemos acontecer.
• Cuidamos de nossas pessoas, clientes, empresa, comunidades e clima fazendo o que é certo.
• Promovemos um ambiente inovador onde você pode construir o plano de carreira certo para você.

Quem somos:

Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram retornos concretos e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em www.cognizant.com ou @cognizant.

A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.

Disclaimer: 

As informações de compensação são precisas a partir da data desta publicação. A Cognizant se reserva o direito de modificar essas informações a qualquer momento, sujeito à lei aplicável.

Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.

Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.

Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.