Service Operations Manager

Cognizant Technology Solutions North Chicago , IL 60064

Posted 2 weeks ago

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.

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Service Operations Manager

Cognizant Technology Solutions