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.