Job title: Service Manager/ Service Now Manager

Role is hybrid (4 days/wk)

Client address: 19601 N 27th Ave Phoenix, AZ 85027-4010

Job Summary

Cognizant is looking for Technical Service Manager. The Technical Service Manager will be responsible for overseeing the technical support and service delivery for our clients. This role requires a deep understanding of IT service management, excellent communication skills, and the ability to manage multiple integrated applications. The Technical Service Manager will also be responsible for daily client meetings, including in-person stand-ups and Monthly Service Review (MSR) presentations

Responsibilities

ServiceNow Ticket Management Oversee the handling and resolution of ServiceNow tickets. Ensure timely and effective resolution of issues reported by clients. Client Interaction Conduct daily stand-up meetings with clients to discuss ongoing issues and updates. Present Monthly Service Reviews (MSR) to clients, highlighting performance metrics, issues resolved, and areas for improvement. Integrated Application Management Manage and support multiple integrated applications within the IT ecosystem. Ensure seamless data feeds and scheduled job maintenance. Issue Troubleshooting and Resolution Troubleshoot system-level issues and provide effective resolutions. Proactively identify potential issues using error logging and alert monitoring tools. Communication and Collaboration Communicate effectively with business users to understand their issues and provide solutions. Participate in team meetings and collaborate with other departments to ensure smooth service delivery. ITSM Methodologies Utilize IT Service Management (ITSM) methodologies to manage and improve service delivery. Ensure adherence to ITSM best practices and processes. Technical Expertise Understand and apply technical concepts related to JavaScript, HTML, CSS, RESTful APIs, HTTP, and networking. Stay updated with the latest technologies and industry trends. Digital Experience and eCommerce Tools Work with digital experience and eCommerce tools such as Salesforce Commerce Cloud, Google Tag Manager, and major content management systems. Provide technical support and guidance for these tools. Retail Industry Experience Leverage working experience in the retail industry to understand client needs and provide tailored solutions. Relationship Building Build and maintain effective partnerships with clients and internal teams. Foster a collaborative and team-oriented work environment. Required Skills 8+ years of IT experience, with a focus on handling ServiceNow tickets. Experience working in an environment with multiple integrated applications. Understanding of data feeds in the IT ecosystem and scheduled job maintenance. Ability to troubleshoot system-level issues and provide resolutions. Capability to communicate effectively with business users, understand their issues, troubleshoot the problems, and provide solutions to the requestors. Familiarity with error logging tools and alert monitoring tools to proactively identify potential issues. Experience with ticketing tools, preferably ServiceNow, and a good understanding of ITSM methodologies. Excellent written and verbal communication skills, with the ability to communicate in team meetings. Effective partnering/relationship building abilities. Ability to understand technical concepts. Collaborative and a team player. Familiarity with digital experience and/or eCommerce tools such as Salesforce Commerce Cloud, Google Tag Manager, and major content management systems. Working experience with the retail industry. Understanding of JavaScript, HTML, CSS, RESTful APIs, HTTP, and networking concepts

Mandatory skills (must be showcased on resume):

1. E-commerce domain experience

2. Operation experience/, ITSM Methodologies

3. Front-end UI experience (NET, Node JS/React JS)