**Job Summary** Join our dynamic team as a Systems Engineer where you will leverage your expertise incident management networking to enhance our service desk operations. With a focus on Service Now and Windows you will play a crucial role in ensuring seamless IT support. This role requires rotational shifts and offers a work-from-office model providing an opportunity to grow and make a significant impact. **Responsibilities** + Collaborate with cross-functional teams to design and implement AI-enabled chatbot solutions that improve service desk efficiency. + Monitor and manage network infrastructure to ensure optimal performance and reliability. + Respond promptly to incident reports utilizing Service Now to track and resolve issues effectively. + Provide technical support for Windows-based systems ensuring smooth operation and minimal downtime. + Analyze service desk operations to identify areas for improvement and implement strategic solutions. + Develop and maintain documentation for system configurations and troubleshooting procedures. + Conduct regular system audits to ensure compliance with company policies and industry standards. + Assist in the deployment and configuration of new hardware and software as needed. + Train and mentor junior team members on best practices and emerging technologies. + Participate in rotational shifts to provide 24/7 support coverage for critical systems. + Communicate effectively with stakeholders to provide updates on system status and incident resolution. + Utilize incident management tools to prioritize and escalate issues as necessary. + Contribute to the continuous improvement of service desk processes and procedures. Qualifications + Demonstrate proficiency in AI-enabled chatbot technologies and their application in service desk environments. + Possess strong networking skills with experience in managing complex network systems. + Exhibit expertise in incident management and the use of Service Now for tracking and resolution. + Have a solid understanding of Windows operating systems and related technologies. + Show experience in service desk operations and the ability to improve service delivery. + Display excellent problem-solving skills and the ability to work under pressure. + Demonstrate effective communication skills and the ability to work collaboratively in a team environment. **Certifications Required** ITIL Foundation Certification is a plus. Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.