MSP Support Specialist

Job Title:

MSP Support Specialist

Job Location:

Hybrid [3 days in Office] - Englewood, CO, USA.

Please note, this role is not able to offer visa transfer or sponsorship now or in the future.

We are seeking an experienced MSP Support Specialist with strong expertise in Service Now operations, license management, and federal compliance environments. This role is critical in managing Service Now support functions, ensuring license compliance, driving incident management excellence, and supporting federal client environments governed by Federal Acquisition Regulation (FAR) and Defense Federal Acquisition Regulation Supplement (DFARS) regulations.

The ideal candidate will bring a strong mix of technical expertise, service delivery experience, and stakeholder management skills, along with a proven track record in Managed Services Provider (MSP) environments.

The annual salary for this position is between $79,000 to $90,000 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.

• Manage and support Service Now platform operations, including license management, ticket creation, escalation of platform issues, and coordination with Service Now support teams.
• Interpret contracts, purchase orders, and agreements to define license entitlement models and metrics.
• Perform license reconciliation and entitlement tracking across multiple environments and tools to ensure compliance.
• Generate compliance dashboards, executive reports, and KPI metrics, and present insights to stakeholders.
• Identify underutilized licenses and drive optimization and reclamation initiatives.
• Act as a liaison between internal teams, vendors, and stakeholders to resolve discrepancies in licensing and data.
• Coordinate with Service Now teams for platform upgrades, patching, and maintenance activities.
• Lead Major Incident (P1/P2) management by acting as Technical Commander, ensuring clear communication and resolution tracking.
• Communicate business impact of high-priority incidents (MI/Hi tickets) to stakeholders and leadership.
• Drive escalation management across service teams, vendors, and senior leadership to ensure timely resolution.
• Support onboarding and migration of new clients, tools, or environments within MSP operations.
• Establish and manage Post-Incident Review (PIR) processes, ensuring RCA completion and closure of action items.
• Analyze incident data to identify trends and recommend improvements for scalability, resiliency, and operational efficiency.
• Prepare and deliver daily, weekly, and monthly operational reports to stakeholders.
• Generate and analyze overage reports against contracts and order forms on a periodic basis.

• Minimum 7+ years of experience in Service delivery operations
• Service Now support and administration
• Incident management and service request fulfillment
• Reporting and operational analytics
• Bachelor’s degree in Information Technology or a related field
• Service Now Certified System Administrator (CSA) (minimum requirement)
• FedRAMP certification and strong understanding of FAR/DFARS compliance
• Deep knowledge of Service Now architecture, modules, and platform capabilities
• Strong understanding of IT Service Management (ITSM)
• IT Operations Management (ITOM)
• IT Asset Management (ITAM)
• ITIL frameworks

• Strong communication, presentation, and stakeholder management skills
• Ability to manage cross-functional teams and multiple priorities simultaneously
• Strong analytical and problem-solving capabilities
• Experience in incident management (including Major Incident Management - MIM)
• Ability to operate in a high-pressure, customer-facing environment

• Experience in MSP (Managed Services Provider) environments
• Familiarity with Agile/Scrum methodologies
• Hands-on experience with tools such as JIRA or similar project management platforms
• Experience working with federal or government clients
• Exposure to license optimization tools and reporting frameworks Benefits
  • Medical/Dental/Vision/Life Insurance
  • Paid holidays plus Paid Time Off
  • 401(k) plan and contributions
  • Long-term/Short-term Disability
  • Paid Parental Leave
  • Employee Stock Purchase Plan
  Work model

  This is a hybrid role requiring three days per week at the client site in Englewood, CO, USA.

  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, state or local laws.