Global IT Infrastructure Engineer - End-User Experience (Hybrid)

Cognizant; Riyadh; Hybrid; SAR 180,000 - 280,000; Full time

Job summary

Cognizant is seeking an Infra Technology Specialist to drive robust IT service management and end-user experience across a hybrid work model for a large multinational organization. You will optimize Nexthink, ServiceNow, and Windows environments while supporting remote desktop services for a global workforce.

You will monitor incidents, coordinate complex resolutions, and drive continual improvement through analytics, runbooks, and cross-functional collaboration.

Qualifications

• Apply advanced IT service management expertise using ITIL to design processes that enhance stability and transparency.
• Hands-on experience with Nexthink to build dashboards, configure alerts and campaigns.
• Strong ServiceNow skills to customize forms, routing rules and automation features.
• Proficiency in Windows client administration including configuration, patching and troubleshooting.
• Solid networking knowledge to diagnose connectivity issues with network teams.
• Desktop support capabilities across remote and hybrid models with secure remote access tools.

Responsibilities

• Manage end user service delivery across hybrid environments by monitoring incidents and requests.
• Coordinate complex incident handling through IT service management practices with timely resolutions.
• Optimize Nexthink analytics to identify patterns and drive remediation for stability.
• Configure and maintain ServiceNow workflows for incident, request, problem and change management.
• Maintain secure Windows-based client environments with standard configurations and patching.
• Troubleshoot remote desktop issues to restore access and minimize downtime.
• Diagnose network connectivity problems affecting end users across wired and wireless links.
• Develop runbooks, knowledge articles and self-help resources for service desk operations.
• Collaborate with cross-functional teams to assess infrastructure changes and transitions.
• Analyze service performance metrics to guide capacity planning and improvements.
• Implement ITSM controls for incident prioritization, escalation, and major incident management.
• Engage stakeholders to translate feedback into measurable targets supporting business goals.

Skills

ITIL framework

End user experience

Incident management

Windows client administration

Networking basics

Remote desktop support

Nexthink

ServiceNow

Cross-functional collaboration

Change management

Tools

Nexthink

ServiceNow

Job description

Cognizant is seeking an Infra Technology Specialist to drive robust IT service management and end-user experience across a hybrid work model for a large multinational organization. You will optimize Nexthink, ServiceNow, and Windows environments while supporting remote desktop services for a global workforce.

You will monitor incidents, coordinate complex resolutions, and drive continual improvement through analytics, runbooks, and cross-functional collaboration.