About Cloud Infrastructure & Security Services: Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about embracing digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.
*You must be legally authorized to work in the United States without the need of employer sponsorship, now or at any time in the future *
Job Title: IT End User Enhancement Specialist Onsite - Las Vegas, Nevada
Required Skills: Asset Management, End User Computing skills.
Roles/Responsibilities
- IT End User Enhancement Projects and Delivery
- Assist in the delivery of IT end user enhancement projects to improve user experience and operational efficiency.
- Coordinate project activities to ensure timely delivery, adhering to established timelines and constraints.
- Process & Procedure Development
- Aid in driving improvements in Helpdesk (HD) and Desktop Support processes to enhance service delivery.
- Assist in developing and documenting control processes for existing and/or new systems.
- Hardware Refresh
- Support the management of hardware refresh initiatives, ensuring minimal disruption to end users.
- Coordinate with vendors and internal teams to ensure smooth implementation.
- Control Process Development or Change
- Help develop or modify control processes to improve efficiency and compliance.
- Ensure processes are documented, communicated, and followed consistently.
- Vendor and Performance Metrics
- Assist in developing metrics to measure vendor behaviors, performance, and inspire changes.
- Analyze vendor performance data to identify areas for improvement.
- Training Development and Execution
- Support the design and implementation of training programs for IT support staff and end users.
- Ensure training materials are up-to-date and relevant.
- System Verification (Testing)
- Assist in system verification and testing to ensure new implementations meet requirements.
- Identify and resolve issues during the testing phase.
- Operational Transition Support
- Provide support during the transition of new systems or processes into operational use.
- Ensure a smooth handover and minimal disruption to services.
- Desktop Support / HD Knowledge Management and Documentation
- Maintain and improve knowledge management systems for desktop support and helpdesk.
- Ensure documentation is accurate, up-to-date, and easily accessible.
- SNOW Process Inspections and Ticket Audits
- Conduct regular inspections of ServiceNow (SNOW) processes to ensure compliance.
- Perform ticket audits to ensure quality and consistency to processes.
- Audit Assistance
- Assist with internal and external audits related to IT processes and procedures.
- Provide necessary documentation and support during audit activities.
- Call Quality Measurement and Analysis
- Measure and analyze call quality for call center agents.
- Develop strategies to improve call quality and customer satisfaction.
- Call Center Agent and Call Center Metrics
- Track and report on call center agent performance and overall metrics.
- Identify trends and provide recommendations for improvement.
- Survey Evaluation
- Analyze survey data to gauge end user satisfaction and identify areas for improvement.
- Implement changes based on survey feedback to enhance user experience.
Salary and Other Compensation:
Applications will be accepted until 10/28/2024.
The annual salary for this position is between $63,500 - $74,500 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 salary, 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.
We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.
