Cognizant is looking for Service Operations Manager
Responsible for the data integration across Immunology & Specialty systems which includes in-house and vendor applications.
Responsible for handling production ServiceNow tickets which includes functional issue, business request/question, data issue, data manipulation, user setup and other ad-hoc requests.
Responsible for generating the daily and weekly reports related to the user enrollments and service requests so as to share with IT Business teams.
Perform constant monitoring of production data volume, issues, downtimes and business user requests.
Develop and maintain comprehensive resolution SLA with all the support teams.
Create and execute SQL queries to extract and manipulate data for analysis purposes.
Perform Web Services, Functional/Behavioral data analysis using SOAPUI, Postman & MySQL.
Provide constant data and application business support for in-house and vendor teams.
Coordinate and support IT business owners, business users, in-house IT teams and third party vendors for production ServiceNow ticket resolution and data integration analysis.
Possess good understanding of Life Sciences industry, patient drug journey, HIPAA concepts, handling PHI and PII data and data security.
Possess good understanding of ServiceNow ticket handling and meeting resolution SLA's defined.
Apply user learned feedback in operations support for providing thoughtful improvements.
Improve quality of support by optimizing the strategy applied.
Provide Sanity Testing support during production release to ensure successful results.
Accountable for work estimates of End-End data Integration support activities.
Actively participate in daily and weekly meetings, including: standup, application walkthrough and defects review including the third party vendors.
Salesforce knowledge is an added advantage.
Cognizant Technology Solutions