We're hiring

At Cognizant we have an idóneo 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'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 IT Support Engineer - Onsite Santa Catarina N.L

Key Requirements

- Manage end user support operations by coordinating remote desktop assistance that ensures timely resolution of incidents and service requests across global business units
- Drive continuous improvement in IT service management by analyzing operational data and implementing process enhancements that increase stability and reduce service disruptions
- Oversee configuration and usage of the Nexthink platform to monitor device health and end user experience while turning insights into practical actions for support teams
- Administer and optimize Service Now workflows to streamline ticket intake routing approvals and closure while maintaining high data quality and traceability




- Coordinate with sales and marketing stakeholders to understand their technology requirements and ensure that support services align with campaign timelines and field operations
- Collaborate with finance and accounting teams to ensure that end user tools and support processes adhere to compliance policies audit requirements and financial controls
- Monitor key performance indicators for remote desktop support and IT service management and define actions that enhance resolution speed user satisfaction and operational consistency
- Develop and maintain knowledge articles runbooks and standard operating procedures that help support personnel handle recurring scenarios with high accuracy
- Guide the adoption of automation and self service capabilities within Service Now and associated tools so that end users can resolve common issues quickly and independently
- Coordinate incident problem and change activities with cross functional technical teams to safeguard business continuity for critical sales marketing finance and accounting applications
- Partner with security and compliance teams to ensure that endpoint configurations remote access tools and support practices align with corporate risk management standards
- Support hybrid work models by ensuring that end users in office and remote have reliable access to applications collaboration tools and data required to perform their roles effectively




- Document operational findings and present improvement opportunities to management so that investment decisions can be made to strengthen service quality and user trust

Qualifications

- Require eight to ten years of overall experience in IT service management with a consistent focus on end user services and large scale enterprise environments
- Require strong hands on experience with Nexthink including creation of dashboards investigations and remediation campaigns that directly enhance user productivity
- Require proven expertise with Service Now covering incident request problem and change processes as well as catalog and workflow configuration for end user services
- Require solid experience delivering remote desktop support across diverse locations and technologies with clear understanding of operating systems collaboration tools and endpoint security constraints
- Require significant exposure to sales and marketing domain processes such as field enablement digital campaigns and customer engagement platforms to contextualize support priorities
- Require strong experience supporting finance and accounting systems or users ensuring adherence to financial controls reporting timelines and regulatory expectations
- Require excellent communication and stakeholder management skills to engage with both technical and business teams in a clear respectful and outcome oriented manner
- Prefer familiarity with analytic methods or reporting tools that help interpret Nexthink and Service Now data for performance improvement and strategic planning purposes
- Prefer experience in hybrid work environments managing distributed teams and coordinat

📌 Support Engineer (Monterrey)
🏢 Cognizant Technology Solutions
📍 Monterrey