MSP Support Specialist - servicenow (remote) - Remote Eligible

Msp Support Specialist-ServiceNow

Location: Remote (anywhere in the US)

Responsibilities:

• Clear understanding of ServiceNow platform knowledge, license management, opening ServiceNow Hi support tickets, escalating performance issues/outages to ServiceNow support, and/or corresponding with ServiceNow support resources.
• Coordinating with ServiceNow for upgrades & patching activities.
• Act as the Technical Commander of the Hi-ticket created for the issue reported by end customer and track on what is currently happening and what is going to happen during a P1/P2 Incident.
• Navigate through intense and chaotic situations, involving multiple stakeholders and focus on bringing resolution to the production incident in a timely manner.
• Understand and clearly communicate the business impact of MI/Hi Tickets.
• Conduct escalation to service teams, vendors, senior management, and leaders to ensure appropriate awareness, engagement and focus.
• Post Incident setting up the Post Incident review process around the SOPs; RCA action items closure are some of the key metrics and expectations that the person is expected to drive.
• Collate and analyses incident-based data for team metrics and KPIs & proactively engage with service teams to identify and evaluate gaps in operational capabilities and improvements to support scalability and resiliency.
• Generate daily, weekly and monthly reports as per agreed timelines and share with the key stakeholders.
• Generate Overage Reports, analyze the data in comparison with Order Forms, Client Contracts on monthly and Quarterly basis.
• Candidate should be well versed with Federal Acquisition Regulation (FAR) and Defense Federal Acquisition Regulation Supplement (DFARS) clauses govern software licensing and technical data rights for civilian and defence agencies.

Continuous Improvement:

• Stay updated with ServiceNow platform releases, features, and industry trends, and assess their impact on existing solutions and processes.
• Identify opportunities for innovation and optimization of ServiceNow solutions to drive continuous improvement in IT operations and service delivery.

Qualifications:

• Bachelor’s degree in information technology, or related field.
• FedRAMP Certified and awareness of FAR/DFARS Compliance.
• Minimum ServiceNow Certified System Administrator (CSA).
• Knowledge of ServiceNow platform architecture, modules, and capabilities.
• Strong understanding of IT Service Management (ITSM), IT Operations Management and IT Asset Management processes and frameworks (ITIL).
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to lead cross-functional teams and manage multiple projects simultaneously.
• Experience with Agile/Scrum methodologies and project management tools (e.g., JIRA).

Salary and Other Compensation:

Applications will be accepted until August 29, 2025. The yearly salary for this position is between $60,000 – $72,000 per year, 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. Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.