Service Desk Queue Specialist

Service Desk Queue Specialist

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.

Queue Management & Ticket Governance

• Monitor and manage Incident, Service Request, and Task queues within Service Desk 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.

Service Desk Plus Administration

• Maintain queue configurations, business rules, assignment groups, categories, templates, and notifications.
• Support workflow improvements and automation initiatives within Service Desk Plus.
• Collaborate with ITSM administrators to optimize routing, SLA policies, and reporting.
• Monitor queue performance using Service Desk Plus dashboards and analytics.

The ideal candidate will have 4 plus years of experience in the following areas.

• Manage Engine Service Desk 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

• ITIL v4 Foundation or higher
• Manage Engine Service Desk 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.

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization's unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world.

• Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
• Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email  with your request and contact information.
• AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
• Open position: Unless otherwise stated, this job posting is for an open position on our team.
• Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.
• Inclusion: Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.