This position is on-site in (Minneapolis, Minnesota). A qualified applicant must be local to this area or be open to relocation.

*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

Practice - CIS - Cloud, Infrastructure, and Security Services

About Cloud Infrastructure & Security Services: Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about embracing digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the rapidly evolving needs of the digital era. Our holistic approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to run the business in a secure environment.

Job Summary

We are seeking an experienced ITSM Analyst with 8 to 12 years of experience to join our team. The ITSM Analyst works in close partnership with IT and business stakeholders and the Service Delivery team to drive operational excellence and continual improvement. The purpose of the role is to evaluate and make improvements to ITSM practices, ensuring operational efficiency in alignment with business requirements. The ITSM Analyst will design processes, create documentation, conduct routine analysis, communicate with stakeholders, and drive continuous improvement. It is a strategic, innovative role focused on achieving organizational goals to govern the performance of assigned ITSM practices and supports a high level of user performance and satisfaction

Responsibilities

• Define the purpose, objective, scope, and principles of one or more ITSM processes, ensuring all aspects are fit for purpose and use.
• Enforce, monitor, report on, and improve organizational compliance with governing policies and processes.
• Govern the process maturity roadmap in alignment with ITIL/ITSM best practices, organizational policies, regulatory requirements, and business need.
• Build and leverage strong relationships to achieve shared objectives, influence others to act, and gain insights into customer and business pain points, challenges, and requirements.
• Serve as an enterprise level ITSM Process Subject Matter Expert (SME) around effective use and management of process to support patient care
• Assist other IT Service Management teams when necessary to support resource capacity and IT service delivery.

Job Duties

• Design, sponsor, and champion processes requirements and improvements across the Enterprise.
• Accountable for day-to-day process management activities, ensuring appropriate resources are engaged and communication provided to all levels of the organization.
• Regularly review and update policies, processes, and procedures to align with business needs, ensuring all revisions are communicated and deployed, including requisite training of all impacted parties and stakeholders.
• Function as the primary point of escalation for day-to-day process operations as needed.
• Regularly review SLA targets, backlog, and current KPIs with the Service Delivery Managers (SDM) and IT leaders
• Define CSFs/KPIs to evaluate the effectiveness and efficiency of the process, review metrics, and initiate actions required based on data analysis.
• Create and maintain process performance dashboards and report on status, challenges, and opportunities to IT Leadership.
• Audit records for process compliance and initiate actions for improvement.
• Monitor and review the execution of the assigned process at a high-level, ensuring it remains consistent with the organization's current culture and IT Service Management strategy
• Initiate process improvement opportunities based on ITIL/ITSM best practices and conduct current state analysis to gather business requirements and constraints.
• Drive process requirement conversations with stakeholders to mature process workflows.
• Gather, analyze, and translate business requirements into documentation and conceptual ITSM platform design and development.
• Document ITSM platform enhancement requirements, participate in module design, UAT testing, and conduct user training.
• Ensure efficient and effective integration between assigned process and related ITSM process areas.
• Support an environment that encourages information sharing, team-based resolutions, cross-training, and effective problem resolution.
• Effectively communicate across company and department boundaries at all levels.
• Maintain awareness of best practices principles and approaches to process quality and effectiveness.
• Support strategic goals, including Care Delivery Organization (CDO) integration activities aligned with ITIL and industry best practices, ensuring scalable and customer-focused processes.
• Coach process practitioners and managers on ITIL and IT Support Service best practices principles to achieve defined CSFs and KPIs.
• Adapt quickly to changing conditions, strategies, and organizational goals.
• Other related ITSM duties as assigned.

Qualifications

• Undergraduate degree or equivalent experience
• 5+ years' experience designing and implementing ITSM processes or equivalent
• 5+ experience working in technology discipline
• Proficient in Microsoft Office applications (Excel, PowerPoint, Word, Visio, Microsoft Teams, etc).
• ITIL 4.0 Foundations Certification & 1+ ITIL 4.0 Specialist Certification strongly preferred
• 5+ years' experience in Service Transition and/or Operations
• 5+ years' working in a collaborative, team-based environment
• 5+ years' experience documenting polices, processes, and procedures to govern ITSM practices
• 5+ years' experience with strategic enterprise process alignment
• Demonstrated commitment to continual learning of industry best practices and standards
• Demonstrated experience developing and/or improving processes to improve efficiency
• Skilled knowledge of ITSM processes
• Experienced in ITSM best practice and process tools
• Functional knowledge and understanding of IT best practices and development methodologies.
• Strong interpersonal skills and team orientation
• Adept critical thinking and active listening skills
• Innovative decision making/problem solving capabilities
• Excellent written and verbal communication skills

Salary and Other Compensation:

The annual salary for this position is between [$49,001] - [$92,500] depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program and stock awards, based on performance and is subject to the terms of Cognizant's applicable plans.

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 salary, other compensation, and 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.