Executive Postmortem Analyst

Postmortem AnalystCognizant is one of the world's leading professional services companies, we help our clients modernize technology, reinvent processes and transform experiences, so they can stay ahead in our constantly evolving world. Cognizant is looking to expand our team and your skills are needed. Are you interested? If so, please apply in order to be considered. Modern Solutions and Support (MSS) organization is looking for a customer obsessed, analytical, and high energy individual to join our team as a Postmortem Analyst as part of the Executive Customer Relations team. This role will focus on Executive-Legal-Press escalations and can span across Consumer & Commercial customers. We seek to learn from every interaction and advocate for an effortless support experience to bring the voice of the customer into the design of the future. We work across the complete range of Microsoft offerings including software, services and devices.The Executive Postmortem Analyst performs support quality reviews for Executive, Legal, and PR escalations while collaborating with internal CSS employees to collect the right level of data to be able to complete full postmortem of an escalation. This requires engagement with various internal teams to review policy and processes that impact quality and customer experience. This includes reinforcing capable solutions to customer issues and identifying pain points customers are experiencing in order to promote continuous improvements while creating a stronger customer experience. They will work on opportunities to reduce escalations as well as provide guidance to the delivery teams. This individual will be expected to proactively develop strong relationships across the organization, working collaboratively with advocates, team leads, and FTEs.Main ResponsibilitiesUnderstand the CSS and Escalation support ecosystemPartner closely with escalation teams and support delivery teams within CSSWork on ADO; create and update work items to be reported out to the leadership levelIdentifying reoccurring or emerging issues and escalating them to the appropriate channelsCollaborating with CSS and other teams such as Product Group, Engineering Group etcEnsure all reviews are correctly documented and calibrated around the necessary customer issuesEffective coordination of communicationPartner closely with delivery sites:Identify pain pointsPromote continuous improvements in qualityCreate a seamless customer experienceDeliver timely and comprehensive solutions to appropriate partiesDesired Experience5+ years Customer Service and Support experienceProblem solving and research skillsOrganizational skills with attention to detailDemonstrated business maturityEscalation management & Critical situation handlingPersonal Attributes/Interpersonal SkillsCollaborative team player with strong stakeholder management skillsExcellent time organization and close-out disciplineProblem solver that can identify both short term mitigation and propose options for longer term resolutionStrong written and verbal communication skillsExcellent judgment, decision making skills, and the ability to work under continual deadline pressureAbility to manage and work within ambiguity to reach a successful outcomeAbility to influence and build relationships in an international environmentInquisitive and proactive, actively seeing new problemsWork remotely on individual issues whilst contributing to the team successHourly Rate and Other CompensationThe annual salary for this position is between $65,000 - $72,800 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.BenefitsCognizant offers the following benefits for this position, subject to applicable eligibility requirements:Medical/Dental/Vision/Life InsurancePaid holidays plus Paid Time Off401(k) plan and contributionsLong-term/Short-term DisabilityPaid Parental LeaveEmployee Stock Purchase PlanDisclaimerThe hourly rate, 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.LA County (only): Qualified applicants with arrest and/or conviction records will be considered for employment. Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future. 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.