IT End User Enhancement Specialist

7 days ago

Las Vegas, New Mexico, United States Cognizant Full time
Job Title: IT End User Enhancement Specialist

We are Cognizant, a leading provider of digital transformation solutions. Our team is seeking an IT End User Enhancement Specialist to join our ranks.

Job Summary

The IT End User Enhancement Specialist will be responsible for delivering IT end user enhancement projects to improve user experience and operational efficiency. This role will involve coordinating project activities, developing and documenting control processes, and supporting the management of hardware refresh initiatives.

Key Responsibilities
  • Assist in the delivery of IT end user enhancement projects to improve user experience and operational efficiency.
  • Coordinate project activities to ensure timely delivery, adhering to established timelines and constraints.
  • Aid in driving improvements in Helpdesk (HD) and Desktop Support processes to enhance service delivery.
  • Support the management of hardware refresh initiatives, ensuring minimal disruption to end users.
  • Develop and document control processes for existing and/or new systems.
  • Help develop or modify control processes to improve efficiency and compliance.
  • Ensure processes are documented, communicated, and followed consistently.
  • Assist in developing metrics to measure vendor behaviors, performance, and inspire changes.
  • Analyze vendor performance data to identify areas for improvement.
  • Support the design and implementation of training programs for IT support staff and end users.
  • Ensure training materials are up-to-date and relevant.
  • Assist in system verification and testing to ensure new implementations meet requirements.
  • Identify and resolve issues during the testing phase.
  • Provide support during the transition of new systems or processes into operational use.
  • Ensure a smooth handover and minimal disruption to services.
  • Maintain and improve knowledge management systems for desktop support and helpdesk.
  • Ensure documentation is accurate, up-to-date, and easily accessible.
  • Conduct regular inspections of ServiceNow (SNOW) processes to ensure compliance.
  • Perform ticket audits to ensure quality and consistency to processes.
  • Assist with internal and external audits related to IT processes and procedures.
  • Provide necessary documentation and support during audit activities.
  • Measure and analyze call quality for call center agents.
  • Develop strategies to improve call quality and customer satisfaction.
  • Track and report on call center agent performance and overall metrics.
  • Identify trends and provide recommendations for improvement.
  • Analyze survey data to gauge end user satisfaction and identify areas for improvement.
  • Implement changes based on survey feedback to enhance user experience.
Requirements

The ideal candidate will have strong technical skills, excellent communication and project management skills, and the ability to work effectively in a team environment.

What We Offer

Cognizant offers a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

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