• Proactive Servicing Specialist

    Cognizant (Phoenix, AZ)


    Proactive Servicing Specialist

    **Location** : Phoenix, Arizona (Hybrid)

     

    Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

     

    Experience: 16+ years

     

    We are seeking a professional who can collaborate with our team to design, plan, and implement a predictive, proactive, and preventative IT operating model. This role involves leveraging data-driven insights, automation, and best practices to enhance operational efficiency, reduce risks, and ensure seamless IT service delivery

     

    Requirement

     

    Ideal candidate should have knowledge of technologies such as

     

    Digital User experience (Nexthink),

     

    ITSM (ServiceNow - Incident management, VA Chatbot, Change management)

     

    Gen AI (Now Assist)

     

    Most importantly excellent customer service and partnership skills.

    Responsibilities

    IT Simplification: Assess and identify opportunities for end user self service by building transformation roadmap

     

    Business aligned metrics: Define key business outcome metrics

     

    Automation: Assess and recommend automation solution/tools/opportunities across ITSM and application services

     

    Stability: Drive Fit for Purpose demand - Relook at the IT work volume and identify possible solutions for Business self-service Functional modernization and Technical debts

     

    Service & Process excellence: Drive & support Run Different themes. Process Improvement for Problem management App Remediation/permanent fix work

     

    Operations Dashboard: Explore and build dashboard for Business and IT services

     

    Assessment: Publish the observations and improvement plan

     

    Governance & Mindshare: Establish IT Leadership connects for QBR Strategic solutions and mind-share.

     

    Manage service transformation and continuous improvement for the program

     

    Make ongoing incremental improvements to processes tools and technologies.

     

    Align service with changing business needs.

     

    Understand customer service automation including Nexthink chatbots Gen AI and other automated processes.

    Salary and Other Compensation:

    Applications will be accepted until 12/10/2025

     

    The annual salary for this position is between $88,200 – $139,500 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 is 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 contribution

    • 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.

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    Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.