Job description

Cognizant is seeking a Service Desk Queue Specialist for a full-time remote opportunity. Applicants must be located in the US and have valid US work authorization. Cognizant will not sponsor visas now or anytime in the future. Responsibilities: Queue Management & Ticket Governance • Monitor and manage Incident, Service Request, and Task queues within ServiceDesk Plus ITSM. • Ensure tickets are categorized, prioritized, assigned, and routed correctly. • Maintain queue health by proactively identifying backlog, aging tickets, and SLA risks. • Drive daily ticket reviews to ensure timely progression and resolution. • Balance workload across Service Desk analysts and support teams. • Ensure all tickets contain accurate documentation, updates, and closure details. SLA & Operational Performance • Monitor SLA compliance and take proactive actions to prevent breaches. • Track key service desk metrics including: • First Contact Resolution (FCR) • Mean Time to Respond (MTTR) • Mean Time to Resolve • Resolution SLA Attainment • Ticket Aging • Reopen Rates • Backlog Volumes • Prepare daily, weekly, and monthly operational dashboards and reports. • Conduct trend analysis and identify recurring service issues. Escalation Management • Act as the primary escalation point for queue-related issues. • Coordinate with Level 2, Level 3, Infrastructure, Network, Security, Application, and Vendor teams. • Expedite resolution of P1/P2 incidents and business-critical requests. • Drive effective stakeholder communication during major incidents. • Ensure escalations follow established ITIL and organizational procedures. ServiceDesk Plus Administration • Maintain queue configurations, business rules, assignment groups, categories, templates, and notifications. • Support workflow improvements and automation initiatives within ServiceDesk Plus. • Collaborate with ITSM administrators to optimize routing, SLA policies, and reporting. • Monitor queue performance using ServiceDesk Plus dashboards and analytics. Qualifications: The ideal candidate will have 4 plus years of experience in the following areas. • ManageEngine ServiceDesk Plus ITSM • ITIL Framework • Incident Management • Service Request Management • SLA Management • Problem Management • Knowledge Management • Dashboard & Reporting • Service Desk Analytics • Excel / Power BI Reporting • Escalation Management • Workflow Automation Preferred Certifications • ITIL v4 Foundation or higher • ManageEngine ServiceDesk Plus Certification • HDI Service Desk Manager • Lean Six Sigma (Preferred) The salary range for this role is between $53,000 and $58,000 depending on skills and qualifications of the candidate. About Cognizant: Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant. Additional employment information Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview. Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws. If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com for roles based in the Americas or CareersIndia2@cognizant.com for roles based in India.

Requirements

Must-haves

Queue Management & Ticket Governance
Monitor and manage Incident, Service Request, and Task queues within ServiceDesk Plus ITSM.
Ensure tickets are categorized, prioritized, assigned, and routed correctly.
Maintain queue health by proactively identifying backlog, aging tickets, and SLA risks.
Drive daily ticket reviews to ensure timely progression and resolution.
Balance workload across Service Desk analysts and support teams.
Ensure all tickets contain accurate documentation, updates, and closure details.
SLA & Operational Performance
Monitor SLA compliance and take proactive actions to prevent breaches.
Track key service desk metrics including: • First Contact Resolution (FCR)
Mean Time to Respond (MTTR)
Mean Time to Resolve
Resolution SLA Attainment
Ticket Aging
Reopen Rates
Backlog Volumes
Prepare daily, weekly, and monthly operational dashboards and reports.
Conduct trend analysis and identify recurring service issues.
Escalation Management
Act as the primary escalation point for queue-related issues.
Coordinate with Level 2, Level 3, Infrastructure, Network, Security, Application, and Vendor teams.
Expedite resolution of P1/P2 incidents and business-critical requests.

Nice-to-haves

Preferred Certifications
Lean Six Sigma (Preferred)

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: cognizant
Effort: medium