ITSM Manager
 Cognizant North America | |
life insurance, parental leave, paid time off, paid holidays, 401(k)
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 United States, Arizona, Phoenix | |
 Jan 06, 2025 | |
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About Us:
Cognizant (Nasdaq: CTSH) is one of the world's leading professional services companies, redefining clients' business, operating, and technology models for the digital era. Our outstanding industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. We help our clients modernize technology, reinvent processes, and transform experiences, so they can stay ahead in our fast-changing world. Together, we're improving everyday life! See how at www.cognizant.com or @cognizant. Role: ITSM Manager Job Summary: The Technical Service Manager will be responsible for leading all aspects of the technical support and service delivery for our clients. This role requires a deep understanding of IT service management, good communication skills, and the ability to manage multiple integrated applications. The Technical Service Manager will also be responsible for daily client meetings, including in-person stand-ups and Monthly Service Review (MSR) presentations. Key Responsibilities:
Responsibilities 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, 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. Salary and Other Compensation: The annual salary for this position is depending 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. | |