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Systems Engineer

00069746172


Job Summary

This hybrid systems engineer role focuses on delivering responsive remote desktop support and managing service operations through structured incident change and IT service management practices using Service Now. The role ensures hotel focused business environments remain stable and secure by resolving issues coordinating changes and improving service quality. Day shift work supports global stakeholders without travel.


Responsibilities

  • Provide timely remote desktop support to resolve end user technical issues and requests while maintaining high levels of customer satisfaction and clear communication throughout the resolution process.
  • Manage incidents from logging to closure by accurately documenting impact and urgency in Service Now and coordinating with relevant teams to restore normal service as quickly and safely as possible.
  • Apply structured change lifecycle management practices to assess document and execute low risk changes ensuring adherence to approvals scheduling guidelines and post implementation review activities.
  • Monitor and update Service Now tickets including incidents requests and changes to maintain accurate records that support reporting trend analysis and continuous service improvement.
  • Collaborate with service management teams to follow standardized IT service management processes that improve stability reduce repeat issues and support operational excellence.
  • Troubleshoot operating systems office productivity tools and standard business applications for remote users focusing on root cause resolution and clear guidance to prevent recurrence.
  • Support configuration and maintenance of user accounts access permissions and basic endpoint settings in alignment with security and compliance requirements defined by organizational policies.
  • Coordinate with infrastructure and application support teams to escalate complex issues and provide detailed diagnostic information ensuring efficient and effective resolution outcomes.
  • Contribute to problem identification by capturing recurring incident patterns in Service Now and sharing observations that help improve systems and reduce disruptions for business operations.
  • Assist in documenting knowledge articles such as troubleshooting steps workarounds and standard procedures to enable faster resolution times for future cases and enhance team effectiveness.
  • Engage with internal customers in a hotel oriented business context by understanding service expectations and adjusting communication style to suit front office back office and operations stakeholders.
  • Support hybrid work arrangements by using collaboration tools and secure remote access methods while maintaining consistent productivity and responsiveness during day shift hours.
  • Participate in service reviews and feedback sessions to suggest incremental improvements in remote support workflows ticket quality and user experience that strengthen company value and societal trust.


Qualifications

  • Demonstrate foundational knowledge of change lifecycle management including planning risk awareness documentation and execution of changes within structured service environments.
  • Show practical experience or strong understanding of IT service management concepts such as incident request problem and change practices aligned with recognized service frameworks.
  • Use Service Now or similar ticketing tools to log categorize prioritize and track work with accuracy and attention to detail supporting quality reporting and governance expectations.
  • Apply remote desktop support skills including basic network checks software installation assistance and guided user troubleshooting across diverse hardware and software setups.
  • Possess clear and concise communication skills to interact with technical and nontechnical stakeholders in hotel related or general business settings while remaining professional and inclusive.

Sobre a Cognizant
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 resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai 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.

Informações adicionais de emprego 
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. 

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.

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.