"Alerted.org

Technical Service Manager (Hybrid)

About Us:

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Learn how Cognizant helps clients lead with digital at www.cognizant.com.

The Role: Fulltime with Cognizant

+ **Role: Technical Service Manager**

+ **Location: Phoenix, AZ (Hybrid, work from office 3 days a week).**

The Technical Service Manager will be responsible for overseeing the technical support and service delivery for our clients. This role requires a deep understanding of IT service management, excellent 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.

Required Qualifications:

+ 8+ years of IT experience, with a focus on handling ServiceNow tickets for Incidents and problems tracking (does not require Tool/Admin capabilities. but knowledge on using the tools to provide App support Governance)

+ 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.

Key Responsibilities:

ServiceNow Ticket Management:

+ Oversee the handling and resolution of ServiceNow tickets.

+ Ensure timely and effective resolution of issues reported by clients.

Client Interaction:

+ Conduct daily stand-up meetings with clients to discuss ongoing issues and updates.

+ Present Monthly Service Reviews (MSR) to clients, highlighting performance metrics, issues resolved, and areas for improvement.

Integrated Application Management:

+ Manage and support multiple integrated applications within the IT ecosystem.

+ Ensure seamless data feeds and scheduled job maintenance.

Issue Troubleshooting and Resolution:

+ Troubleshoot system-level issues and provide effective resolutions.

+ Proactively identify potential issues using error logging and alert monitoring tools.

1. Communication and Collaboration:

+ Communicate effectively with business users to understand their issues and provide solutions.

+ Participate in team meetings and collaborate with other departments to ensure smooth service delivery.

ITSM Methodologies:

+ Utilize IT Service Management (ITSM) methodologies to manage and improve service delivery.

+ Ensure adherence to ITSM best practices and processes.

Technical Expertise:

+ Understand and apply technical concepts related to JavaScript, HTML, CSS, RESTful APIs, HTTP, and networking.

+ Stay updated with the latest technologies and industry trends.

Digital Experience and eCommerce Tools:

+ Work with digital experience and eCommerce tools such as Salesforce Commerce Cloud, Google Tag Manager, and major content management systems.

+ Provide technical support and guidance for these tools.

Retail Industry Experience:

+ Leverage working experience in the retail industry to understand client needs and provide tailored solutions.

Relationship Building:

+ Build and maintain effective partnerships with clients and internal teams.

+ Foster a collaborative and team-oriented work environment.

Salary and Other Compensation:

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.

This position is also eligible for Cognizant’s discretionary annual incentive program and stock awards, 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.

www.cognizant.com

The Cognizant community:

We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

+ Cognizant is a global community with more than 300,000 associates around the world.

+ We don’t just dream of a better way – we make it happen.

+ We take care of our people, clients, company, communities and climate by doing what’s right.

+ We foster an innovative environment where you can build the career path that’s right for you.

About us:

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com (https://www.cognizant.com/us/en) .

Our commitment to diversity and inclusion:

Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

Disclaimer:

Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

While our system allows application in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for Company-wide communications purposes.

Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.