IT Support Engineer

Cognizant; Monterrey; Presencial; MXN 280.000 - 520.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive benefits

Training & development

Global exposure

Descripción de la vacante

Cognizant in Monterrey is seeking an IT Support Engineer for onsite work at Santa Catarina N.L. You will support end users, coordinating remote desktop assistance and monitoring device health with Nexthink, while driving IT service management improvements.

You’ll administer and optimize ServiceNow workflows, collaborate across sales, marketing, finance and accounting to align support with campaign timelines and controls, and develop knowledge articles and runbooks to standardize responses.

Formación

• Eight to ten years of IT service management experience with enterprise scale end user services.
• Strong hands-on Nexthink experience including dashboards and remediation campaigns.
• Proven expertise with Service Now covering incident, request, problem and change workflows.

Responsabilidades

• Manage end user support operations and coordinate remote desktop assistance across global units.
• Drive ITSM improvements to increase stability and reduce service disruptions.
• Oversee Nexthink device health monitoring and translate insights into actionable items for support teams.
• Administer and optimize Service Now workflows for ticket routing, approvals and closure with high data quality.
• Coordinate with sales, marketing, finance and accounting to ensure tools and processes align with business needs and controls.
• Monitor KPIs for remote desktop support and ITSM; define actions to improve resolution speed and user satisfaction.
• Develop and maintain knowledge articles, runbooks and SOPs for recurring issues.
• Promote adoption of automation and self-service within Service Now and related tools.
• Coordinate incident, problem and change activities with cross-functional teams to safeguard business continuity.
• Collaborate with security/compliance to ensure endpoint configurations and access tools meet risk standards.

Conocimientos

Nexthink

Service Now

Remote desktop support

IT service management

Stakeholder management

Communication skills

Descripción del empleo

We’re hiring!

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!

We have an exciting opportunity for an exceptional individual to work supporting one of our clients as IT Support Engineer – Onsite Santa Catarina N.L

Key Requirements:

• Manage end user support operations by coordinating remote desktop assistance that ensures timely resolution of incidents and service requests across global business units
• Drive continuous improvement in IT service management by analyzing operational data and implementing process enhancements that increase stability and reduce service disruptions
• Oversee configuration and usage of the Nexthink platform to monitor device health and end user experience while turning insights into practical actions for support teams
• Administer and optimize Service Now workflows to streamline ticket intake routing approvals and closure while maintaining high data quality and traceability
• Coordinate with sales and marketing stakeholders to understand their technology requirements and ensure that support services align with campaign timelines and field operations
• Collaborate with finance and accounting teams to ensure that end user tools and support processes adhere to compliance policies audit requirements and financial controls
• Monitor key performance indicators for remote desktop support and IT service management and define actions that enhance resolution speed user satisfaction and operational consistency
• Develop and maintain knowledge articles runbooks and standard operating procedures that help support personnel handle recurring scenarios with high accuracy
• Guide the adoption of automation and self service capabilities within Service Now and associated tools so that end users can resolve common issues quickly and independently
• Coordinate incident problem and change activities with cross functional technical teams to safeguard business continuity for critical sales marketing finance and accounting applications
• Partner with security and compliance teams to ensure that endpoint configurations remote access tools and support practices align with corporate risk management standards
• Support hybrid work models by ensuring that end users in office and remote have reliable access to applications collaboration tools and data required to perform their roles effectively
• Document operational findings and present improvement opportunities to management so that investment decisions can be made to strengthen service quality and user trust

Qualifications:

• Require eight to ten years of overall experience in IT service management with a consistent focus on end user services and large scale enterprise environments
• Require strong hands on experience with Nexthink including creation of dashboards investigations and remediation campaigns that directly enhance user productivity
• Require proven expertise with Service Now covering incident request problem and change processes as well as catalog and workflow configuration for end user services
• Require solid experience delivering remote desktop support across diverse locations and technologies with clear understanding of operating systems collaboration tools and endpoint security constraints
• Require significant exposure to sales and marketing domain processes such as field enablement digital campaigns and customer engagement platforms to contextualize support priorities
• Require strong experience supporting finance and accounting systems or users ensuring adherence to financial controls reporting timelines and regulatory expectations
• Require excellent communication and stakeholder management skills to engage with both technical and business teams in a clear respectful and outcome oriented manner
• Prefer familiarity with analytic methods or reporting tools that help interpret Nexthink and Service Now data for performance improvement and strategic planning purposes
• Prefer experience in hybrid work environments managing distributed teams and coordinating with colleagues across time zones without the need for frequent travel
• Prefer awareness of industry standards related to IT service management and end user computing so that practices can be aligned with mature frameworks and continuously refined

Why Cognizant?

Improve your career in one of the largest and fastest growing IT services providers worldwide

Receive ongoing support and funding with training and development plans

Have a highly competitive benefits and salary package

Get the opportunity to work for leading global companies

We are committed to respecting human rights and build a better future by helping your minds and the environment

We invest in people and their wellbeing.

We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.

Igualdad de Empleo y Política de Acción Afirmativa:

Cognizant es un empleador que ofrece igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, color, religión, origen nacional, discapacidad, estado de veterano protegido, edad o cualquier otra característica protegida por la ley.

At Cognizant we believe than our culture make us stronger!

#BeCognizant #IntuitionEngineered