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 SD Agent Spanish Portuguese
Job Summary
Serve as a technical expert for service desk and application support in a onsite work model guiding complex incident resolution driving stability of critical business applications and ensuring timely day shift support that enhances user productivity simplifies support experiences and aligns with enterprise service quality goals without any travel requirements.
Responsibilities
- Lead end to end technical resolution for complex service desk incidents to restore user productivity quickly while maintaining high quality standards and clear documentation of each case.
- Oversee application support activities by analyzing recurring issues in key business applications and coordinating efficient fixes that reduce downtime and prevent future disruptions.
- Provide advanced troubleshooting for escalated tickets from frontline service desk teams by using diagnostic tools and structured analysis to resolve root causes effectively.
- Coordinate with cross functional technology teams to validate incident impacts and implement changes that safeguard application stability and ensure business continuity.
- Guide service desk analysts in using knowledge articles and runbooks by clarifying technical steps and expected outcomes to improve first contact resolution rates.
- Optimize ticket prioritization and routing logic by reviewing patterns in ticket queues to ensure that critical issues receive faster attention and resolution.
- Monitor performance dashboards and service desk metrics to identify trends in incident volume response time and resolution quality and then drive targeted improvement actions.
- Define and refine standard operating procedures for service desk and application support to ensure consistent handling of incidents requests and problem records.
- Coordinate day shift operations by aligning staffing schedules and work allocation to expected demand so that coverage remains adequate for all business units.
- Drive continuous improvement initiatives by gathering feedback from users and support staff to design process enhancements that simplify support journeys and reduce friction.
- Create and maintain clear technical documentation for supported applications including configuration notes troubleshooting flows and known error records to support knowledge reuse.
- Collaborate with product owners and application developers to validate defect reports from the service desk and track fixes through testing and deployment to production.
- Ensure compliance with enterprise security and data protection guidelines during incident analysis and resolution to protect sensitive information across all user interactions.
- Conduct periodic reviews of major incidents and application outages to identify lessons learned and define preventive measures that strengthen technology resilience.
- Influence adoption of automation opportunities such as self service options and scripted remediation to reduce manual workload and accelerate routine ticket resolution.
- Communicate incident status updates and resolution outcomes to stakeholders in clear nontechnical language that builds trust and sets realistic expectations.
- Participate in hybrid work routines by balancing remote collaboration and on site coordination to sustain seamless service coverage and strong team communication.
- Contribute to broader corporate purpose by ensuring that employees and partners experience reliable technology services which supports innovation and positive societal impact.
Qualifications
- Possess a strong background in service desk operations with several years of hands on experience handling multi channel support and complex incident workflows.
- Demonstrate deep proficiency in service desk application support including configuration basic integration understanding and lifecycle management of key support tools.
- Bring practical experience in analyzing ticket trends and metrics using standard service management platforms to recommend meaningful process improvements.
- Exhibit strong skills in incident problem and request management using structured methods that align with common service management practices and frameworks.
- Apply effective communication and collaboration abilities to work closely with engineers business users and operations teams within a hybrid work environment.
- Show proven capability to create and maintain clear technical documentation knowledge base articles and step by step guides for service desk and application support.
- Display experience in mentoring or guiding other support analysts on best practices in troubleshooting user engagement and accurate ticket handling within day shift operations.
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!
Join us now!
#BeCognizant #IntuitionEngineered
