MSP Support Specialist - servicenow (remote) - Remote Eligible

MSP Support Specialist-ServiceNow

Location: Remote (anywhere in the US)

Responsibilities:

• Clear understanding of the ServiceNow platform, license management, and opening ServiceNow Hi support tickets.
• Escalating performance issues/outages to ServiceNow support.
• Coordinating with ServiceNow for upgrades & patching activities.
• Acting as the Technical Commander of high-ticket issues reported by the end customer.
• Navigating intense and chaotic situations involving multiple stakeholders to resolve production incidents in a timely manner.
• Understanding and communicating the business impact of MI/Hi Tickets.
• Conducting escalation to service teams, vendors, senior management, and leaders to ensure appropriate awareness, engagement, and focus.
• Setting up the Post Incident review process around the SOPs; RCA action items closure.
• Collating and analyzing incident-based data for team metrics and KPIs.
• Proactively engaging with service teams to identify and evaluate gaps in operational capabilities and improvements to support scalability and resiliency.
• Generating daily, weekly, and monthly reports as per agreed timelines and sharing with key stakeholders.
• Generating Overage Reports and analyzing data in comparison with Order Forms, Client Contracts on a monthly and quarterly basis.
• Candidate should be well-versed with the Federal Acquisition Regulation (FAR) and Defense Federal Acquisition Regulation Supplement (DFARS) clauses governing software licensing and technical data rights for civilian and defense agencies.

Continuous Improvement:

• Stay updated with ServiceNow platform releases, features, and industry trends.
• 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.