Systems Engineer

Cognizant; Manila; On-site; PHP 800,000 - 1,000,000; Full time

Job summary

Cognizant is looking for a Systems Engineer in Manila, Philippines, focusing on delivering stable IT services through effective incident management and service desk operations. The ideal candidate will have hands-on experience with Service Now and a background in Property and Casualty Insurance to align technology with business outcomes.

The role involves managing incident queues, coordinating investigations, performing root cause analysis, and ensuring compliance with service level agreements.

Qualifications

• Professional experience in incident management with a strong track record.
• Solid service desk exposure including user interaction and communication.
• Familiarity with Property and Casualty Insurance workflows.

Responsibilities

• Manage daily incident queues using Service Now.
• Coordinate with service desk analysts for incident documentation.
• Perform detailed impact and root cause analysis.

Skills

Incident management

Service Now

Analytical capabilities

Customer focus

Tools

Service Now

Job description

Job Summary

This hybrid Systems Engineer role focuses on delivering stable and resilient IT services through precise incident management and responsive service desk operations. The role requires hands on expertise with Service Now and related service management tools to ensure timely resolution and continuous improvement. Experience in Property and Casualty Insurance is valued to better align technology services with business outcomes.

Responsibilities

• Manage daily incident queues using Service Now to ensure timely triage categorization and resolution aligned with defined service levels.
• Coordinate with service desk analysts to validate incident details and ensure accurate documentation for efficient investigation and closure.
• Perform detailed impact and root cause analysis on recurring incidents to propose targeted corrective and preventive actions that reduce service disruptions.
• Monitor system alerts and dashboards proactively to detect issues early and initiate incident records before they affect business operations.
• Collaborate with infrastructure and application teams to analyze incident trends and drive improvements that enhance system reliability and performance.
• Document standard operating procedures and troubleshooting guides for common incidents to support consistent and efficient service desk responses.
• Provide clear status updates to stakeholders during high priority incidents to maintain transparency and manage expectations around service restoration.
• Support service request fulfillment through Service Now by validating requirements, updating task progress, and ensuring accurate closure notes.
• Identify opportunities to automate repetitive incident handling steps within Service Now workflows to improve efficiency and reduce manual effort.
• Contribute to continuous improvement reviews by presenting incident data insights and recommending enhancements to tools, processes, and knowledge articles.
• Coordinate planned maintenance activities with service desk teams to prepare communication, minimize user impact, and update system records accordingly.
• Ensure compliance with organizational policies and audit requirements by maintaining accurate and complete incident and service request records in Service Now.
• Adapt incident handling approaches to align with Property and Casualty Insurance processes when applicable so that technology support remains relevant to business priorities.

Qualifications

• Demonstrate professional experience in incident management with a strong track record of handling tickets end to end within agreed resolution timelines.
• Exhibit solid service desk exposure including interaction with end users, accurate ticket logging and clear communication using structured procedures.
• Apply advanced knowledge of Service Now modules such as incident, problem and request management to configure fields, views and reports as required.
• Show familiarity with Property and Casualty Insurance workflows including policy, claims and billing processes to better understand business context for incidents.
• Utilize strong analytical capabilities to interpret incident trends, correlate logs and suggest pragmatic improvements to systems or processes.
• Communicate clearly in spoken and written form with technical and non‑technical stakeholders to explain issues, resolutions and preventive measures.
• Demonstrate ability to work effectively in a hybrid model by managing tasks both on site and remotely while maintaining productivity and responsiveness.
• Exhibit sound understanding of IT service management practices including priority definitions, escalation paths and service level measurement.
• Apply structured problem‑solving methods to complex incidents by breaking down issues, testing hypotheses and validating results before closure.
• Coordinate smoothly with cross‑functional teams by sharing relevant incident information and following up on actions to ensure complete resolution.
• Show strong customer focus by emphasizing user experience, minimizing service downtime and gathering feedback to refine support practices.
• Adhere to day shift schedules and handover routines to maintain continuity across teams while ensuring accurate updates in all assigned tickets.
• Leverage documentation and knowledge sharing practices to keep team resources updated so that future incidents are resolved faster and with higher quality.