**Job Summary**
**Responsibilities**
- Manage and resolve technical incidents efficiently to minimize downtime and ensure smooth operations.
- Oversee the Service Desk to provide timely and effective support to end-users.
- Utilize Service Now to track manage and resolve incidents and service requests.
- Maintain and support Windows environments to ensure optimal performance and security.
- Collaborate with cross-functional teams to address and resolve complex technical issues.
- Provide technical expertise in Medicare & Medicaid Claims ensuring compliance and accuracy.
- Handle claims processing and payer-related tasks with precision and attention to detail.
- Develop and implement strategies to improve incident management processes and service desk operations.
- Monitor system performance and proactively address potential issues to prevent disruptions.
- Ensure all incidents and service requests are documented accurately and resolved within SLA.
- Conduct root cause analysis to identify and address underlying issues.




- Provide training and support to end-users to enhance their technical skills and knowledge.
- Contribute to the continuous improvement of IT services and processes.
**Qualifications**
- Possess a strong background in Incident Management with a proven track record of resolving technical issues efficiently.
- Demonstrate expertise in managing a Service Desk providing timely and effective support to end-users.
- Have hands-on experience with Service Now for tracking and managing incidents and service requests.
- Show proficiency in maintaining and supporting Windows environments.
- Exhibit knowledge and experience in Medicare & Medicaid Claims ensuring compliance and accuracy.
- Handle claims processing and payer-related tasks with precision and attention to detail.
- Demonstrate the ability to collaborate with cross-functional teams to resolve complex technical issues.
- Possess strong analytical and problem-solving skills to conduct root cause analysis.

📌 Service Desk (Ciudad de México)
🏢 Cognizant
📍 Ciudad de México