Lead Support Analyst - ServiceNow

About Cloud Infrastructure & Security Services: Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about embracing digital transformation by driving core modernization holistically across layers! We help customers transform infrastructure and workplace to meet the rapidly evolving needs of the digital era! Our holistic approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to run the business in a secure environment.

Lead the Onsite support analyst; provide assistance to onsite & offshore team in ticket resolution

Handling incidents, requests, change, problem tickets and cloning requests

Troubleshoot the tickets / issues with the strong technical acumen and scripting knowledge

Be the first point of contact for onsite Operations support; handle escalations efficiently managing internal and external stakeholders

Drive calls with business and technical stakeholders

Work with business stake holders, vendors, end users and Tech SME for ticket resolution; collaborate with multiple teams when required

Resolve tickets within the SLA following the ITIL process

Work on enhancement/development/automations when required

As part of continuous improvement, seek opportunities to enhance the application stability/functionality and increase the efficiency of the platform

ITSM, Custom Apps and Scoped applications, Advanced Scripting, Asset management, Nuvolo app expertise

ServiceNow admin certification (CSA) is required

#LI-NC1

Applications will be accepted until 1/31/25.

The annual salary for this position is between $114,000 - $154,000 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.