Service Desk Analyst

Cognizant is one of the world's leading professional services companies, we help our clients modernize technology, reinvent processes, and transform experiences, so they can stay ahead in our constantly evolving world.

In this role, you will support the setup and support user assignments to various programs. As part of the team, you will be responsible for resolving sophisticated issues that sales teams, managers, and programs are facing on both a daily and quarterly basis. This role will require you to efficiently complete and implement solutions while also optimally presenting with partners and sales.

Responsibilities:

• Assist in mentoring and leading a group of analysts who triage user issues.

• Gain understanding across tools to guide and coach team on quality and user experience towards continuous improvement.

• Own workflow resource allocation for optimal delivery.

• Perform analysis on tricker issues to assist the analyst team in solving them.

• Identify top issue drivers and raise to tool owners for proactive resolution.

• Create playbooks to scale the associated service model globally.

• Perform issue triage for high priority issues.

Requirements:

• Bachelor's degree in computer science, electrical engineering, math or a related quantitative field, or equivalent practical experience.

• Strong SQL skills

• Ability to quickly learn, understand, and work with new emerging technologies, methodologies.

• Able to work independently and as a part of a team.

• Experience mentoring/leading team of engineers and analysts.

• Experience in digital advertising, customer management, project management skills and partner management preferred.

• Proven operational abilities, ability to drive impact in a fast-paced environment while maintaining careful attention to detail.

• Effective communication skills with the ability to provide updates to senior leadership.

• Delivery-focused approach, with the strive to solve complex problems through analytics and structured root cause problem-solving.

• Demonstrated motivation and interest in making tools that work seamlessly for our sales representative.

• 2-3 years of experience working with SQL, scripting with 1-2 years of experience in any programming language.

• Experience with quality assessment for technical operations.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

Hourly Rate and Other Compensation:

The hourly rate for this position is between $26.73 - $38.46 per hour, 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 hourly rate, 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.

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 345,000 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 (Nasdaq-100: CTSH) is one of the world's leading professional services companies, helping organizations modernize technology, reimagine processes and transform experiences so they stay ahead in a fast-changing world.

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.