**Job Summary**
**Responsibilities**
- Manage and resolve incidents efficiently to ensure mínimal disruption to business operations.
- Provide exceptional service desk support to users addressing technical issues promptly.
- Utilize Service Now for tracking and managing incidents and service requests.
- Collaborate with team members to improve incident management processes and workflows.
- Maintain and support Windows-based systems to ensure optimal performance.
- Conduct root cause analysis to prevent recurrence of incidents and improve system reliability.
- Document and update incident management procedures and knowledge base articles.
- Assist in the development and implementation of IT service management best practices.
- Monitor system performance and provide recommendations for improvements.
- Communicate effectively with users and stakeholders to provide updates and gather feedback.
- Participate in team meetings and contribute to continuous improvement initiatives.




- Ensure compliance with company policies and industry standards in all IT operations.
- Support the onboarding of new users by setting up accounts and providing necessary training.
**Qualifications**
- Possess a strong understanding of incident management processes and tools.
- Demonstrate proficiency in using Service Now for incident tracking and resolution.
- Have experience in providing service desk support in a professional environment.
- Show expertise in managing and maintaining Windows-based systems.
- Exhibit excellent communication and problem-solving skills.
- Display the ability to work collaboratively in a team-oriented environment.
- Be detail-oriented with a focus on delivering high-quality IT services.
**Certifications Required**
- ITIL Foundation Certification Microsoft Certified: Windows Server Fundamentals

📌 Systems Engineer (Ciudad Juárez)
🏢 Cognizant
📍 Ciudad Juárez