End User Computing Manager

Cognizant is seeking an End User Computing Engineer for a full-time opportunity in Everett, WA. Applications will be accepted till 11/09/2024.

The salary range for this role is between $110,000 to $121,000 depending on experience and qualifications of the candidate. All applicants must have valid work authorization. We are unable to offer visa sponsorships.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The benefits 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.

The End User Computing/Field Services Engineer will deliver Field Services Transition projects and programs in line with recognized IT best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting), the successful implementation of service resource skills model and processes management.

Responsibilities:

* Participate in EUC Field Service transition activities.

* Assist and be part of knowledge gathering and documentation from external customers and/or incumbents.

* Analysis of service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements.

* Due diligence with customer prior to RFP & BAFO submissions.

* Attend customer agreed locations to collect all customer processes relating to current delivery of services around EUC & Field Services.

* Create process document of current service for the customer and partner.

* Work closely with our third-party partner .

* Active management and coordination of workload in the region.

* Review of open and assigned tickets as directed by the tower lead.

* Assist delivery lead in reviewing and verifying vendor invoices of hardware assets.

Qualifications:

* Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphone etc.

* Should have knowledge on Service Desk operation and tools

* Good knowledge of ticketing tools (preferably Service Now)

* Understanding of Service Desk Ticket concepts in Categorization, Priorities, Workflows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.

* Should have knowledge on MS Office and Teams

* Intermediate level knowledge of SCCM / Desktop Central, Intune, Printer Configuration, Imaging Machines, Triaging Break fix issues

* Experience in manufacturing/factory service delivery desirable.

* ITIL professional is a big plus

* Strong interpersonal and customer relationship skills.