Proactive IT Servicing Specialist

Cognizant Technology Solutions•Phoenix, AZ

4d•Hybrid

About The Position

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

Requirements

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.