About the Role
As an Application Support Engineer - Retail Systems Support, you will make an impact by ensuring the stability, performance, and reliability of critical store applications that support retail operations. You will be a valued member of the Digital Engineering team and work closely with business stakeholders, store operations teams, engineering teams, infrastructure teams, and third-party vendors to deliver exceptional application support and operational excellence.
In This Role, You Will:
- Support and maintain mission-critical store applications across a diverse technology landscape, ensuring high availability and optimal performance.
- Serve as the primary technical point of contact for store business teams, managing issue triage, communication, escalation, and resolution.
- Own incident, problem, and change management processes within ServiceNow while ensuring adherence to SLAs and support standards.
- Participate in on-call support rotations and respond to production incidents, including during peak retail periods such as holiday and Black Friday events.
- Design, build, and maintain monitoring, alerting, and observability solutions to proactively identify and resolve issues.
- Develop and maintain automation scripts and support tools to improve operational efficiency and reduce manual effort.
- Conduct root cause analysis for recurring incidents and implement permanent corrective actions to improve system reliability.
- Collaborate with cross-functional teams on application deployments, enhancements, and store initiatives.
Work Model
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position requiring 3 days per week onsite and 2 days remote in Johns Creek, Georgia. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.
Please note that this position is not eligible for visa transfer or sponsorship now or at any time in the future.
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.
What You Need to Have to Be Considered
- 4+ years of experience in Application Production Support, L2/L3 Support, Application Operations, or related support roles.
- Hands-on experience supporting enterprise applications across multiple technology stacks, including Java, .NET, middleware, cloud services, or retail platforms.
- Strong knowledge of ServiceNow Incident, Problem, and Change Management processes.
- Experience with monitoring and observability tools such as Splunk, Dynatrace, Grafana, AppDynamics, CloudWatch, or similar platforms.
- Proficiency in scripting and automation using Python, Shell, or PowerShell.
- Strong analytical and troubleshooting skills across application, infrastructure, and network layers.
- Proven ability to communicate effectively with both technical and business stakeholders.
- Willingness to participate in an on-call rotation, including weekends and holidays, based on business requirements.
These Will Help You Stand Out
- Experience supporting retail, point-of-sale (POS), or store systems environments.
- Understanding of ITIL-based support practices and service management methodologies.
- Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform (GCP).
- Familiarity with CI/CD deployment, release management, and rollback processes.
- Experience implementing automation and operational improvements that reduce ticket volumes and improve MTTR.
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
The annual salary for this position is between $81,337 and $136,500 depending on experience, qualifications, geographic location, and other factors permitted by law.
This position is also eligible for Cognizant's discretionary annual incentive program, based on individual and company performance.
Benefits
Cognizant offers a competitive benefits package, which includes:
- Medical, Dental, Vision, and Life Insurance
- 401(k) Plan with Company Contributions
- Paid Time Off (PTO) and Company Holidays
- Short-Term and Long-Term Disability Coverage
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
- Employee Assistance Program (EAP)
- Wellness and Wellbeing Programs
- Parental Leave and Family Support Benefits
- Tuition Reimbursement and Professional Development Opportunities
- Employee Recognition and Referral Programs
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.
