Cognizant

IT Service Management (ITSM) Manager

Cognizant • $99K — $116K *
Information Technology
11 - 15 years of experience
Job Overview by Ladders

Qualifications

  • 12+ years of experience in Incident, Service Request, Problem, Change Management & Major Incident Management
  • 10+ years in Service Desk operations
  • 10+ years in SLA management & backlog reduction
  • 10+ years in Knowledge Management
  • 8+ years in Continuous Service Improvement (CSI) & service request automation

Responsibilities

  • Oversee daily ticket operations across multiple IT teams
  • Ensure quick routing of tickets to appropriate teams
  • Drive SLA compliance and reduce backlog
  • Identify operational bottlenecks and lead Problem Management
  • Own Change Management governance and improve Incident Management maturity
  • Coach and develop Level 1 support staff
  • Partner with engineering teams to automate repetitive requests

Benefits

  • 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
Full Job Description
IT Service Management (ITSM) Manager

Location :- Palo Alto, California ( 100% Onsite )

Roles/Responsibilities :-

Overseeing daily ticket operations across multiple IT teams
• Ensuring tickets are routed to the appropriate teams quickly
• Driving SLA compliance
• Reducing backlog and preventing backlog growth
• Identifying operational bottlenecks
• Leading Problem Management through root cause analysis
• Owning Change Management governance
• Improving Incident Management maturity
• Coaching and developing Level 1 support staff
• Increasing first-contact resolution
• Expanding the knowledge base
• Identifying automation opportunities to reduce manual work
• Partnering with engineering teams to automate repetitive requests and incidents
• Building operational dashboards and reporting for leadership
• Driving continual service improvement across Enterprise IT

Mandatory Skills

(Top 5 Keywords or skills)

Years of Experience

Expert
  • Incident, Service Request, Problem, Change Management & Major Incident Management

12

Yes
  • Service Desk operations

10

Yes
  • SLA management & Backlog reduction

10

Yes
  • Knowledge Management

10

Yes
  • Continuous Service Improvement (CSI) & Service request automation

8

Yes

The Salary for this position will be 99,000 and 116 000 yearly 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 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.

Additional employment information
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.

About Cognizant

TriZetto is Powering Integrated Healthcare Management. With technology solutions touching more than half the U.S. population today, TriZetto is uniquely positioned to drive the convergence of core benefit administration, care management and constituent engagement. TriZetto provides premier information technology solutions that enable payers and other constituents in the healthcare supply chain to improve the coordination of benefits and care for healthcare consumers.

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Learn more about Cognizant
Size
340,400 employees
Market Cap
$28.7 billion
Industry
Net Income
$1.3 billion
Founded
1994
5 Year Trend
+6.5%
Revenue
$16.6 billion
NASDAQ

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