IT Support Engineer: Nexthink & ServiceNow Expert

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

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.