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Service Desk Analyst– Service Management

Job Summary

The Service Desk Analyst plays a critical role in ensuring the effectiveness and efficiency of enterprise service management operations. This role focuses on Change Lifecycle Management, Incident Management, and Service Desk operations, driving operational excellence and continuous improvement. Leveraging expertise in ServiceNow and Service Desk Application Support, the Technical Lead will manage complex technical challenges, optimize service management processes, and enhance end-user experience. Experience supporting Investment Banking Operations and Cards & Payments domains is highly valued.

Key Responsibilities

+ Lead and manage Change Lifecycle Management activities to ensure controlled and low-risk system changes.

+ Oversee Incident Management processes to ensure timely and effective resolution of technical issues.

+ Provide technical leadership for Service Desk operations and application support.

+ Leverage ServiceNow to streamline workflows and improve service delivery.

+ Collaborate with cross-functional teams to support Service Desk applications and optimize performance.

+ Monitor and analyze service metrics to identify opportunities for improvement.

+ Ensure compliance with service management frameworks and industry best practices.

+ Develop and deliver training initiatives to enhance team capabilities.

+ Engage stakeholders to align service management solutions with business needs.

+ Promote collaboration, knowledge sharing, and continuous improvement within the team.

Qualifications

+ Strong technical expertise in Change Lifecycle Management, Incident Management, and Service Desk operations.

+ Proven proficiency with ServiceNow and Service Desk Application Support.

+ Experience in Investment Banking Operations and/or Cards & Payments is highly desirable.

+ Excellent analytical, problem-solving, and communication skills.

+ Ability to work effectively in a hybrid work environment.

+ Commitment to continuous learning and professional development.

Salary and Other Compensation:

Application will be accepted until January 20, 2025

The annual salary for this position is between $26/hr-$36/hr 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, 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.

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.