Technical Field Specialist

Cognizant 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 Field Operations team and your skills are needed. Are you interested? If so, please apply in order to be considered. We look forward to reviewing your application!

• Working with the CTS Project Manager/Workflow Lead and Operations Lead on the intake, documentation, staffing, and scheduling of new Client pilot requests.
• Writing up pilot project charters.
• Documenting and validating operational workflows.
• Conducting in-field operator training.
• Reviewing device configuration requirements (e.g., OS versions, user accounts, settings, installed apps, connectivity, etc.), engaging with and asking clarifying questions of the CTS staff.
• Ensuring that devices are configured to run properly based on the requirements and that data can be collected and successfully passed to backend systems.
• Working with the CTS staff (Operations Lead, Tools POC, QC, and MIS) and Client Engineers to test, troubleshoot, and resolve device and backend data/technical setup issues before pilots begin.
• Triaging and performing initial debugging, as well as resolving issues directly whenever possible.
• Driving resolution of issues by opening and tracking bugs assigned to other CTS or client staff.
• Obtaining required devices from inventory and configuring those devices for CTS field operators.

• Conducting trial runs to assure that devices and connections to backend systems are working properly, partnering with CTS staff (Operations Lead, Tools POC, QC, and MIS) to debug and resolve any issues encountered, as well as engaging Client Program Managers and Engineers when necessary.
• Conducting and leading in-field data collection.
• Providing frequent status updates.
• Addressing any technical issues that occur in the field, including extracting device diagnostic logs, opening bugs and escalating to other CTS and Client Staff as required.
• Triaging and performing initial debugging, as well as resolving issues directly whenever possible.
• Driving resolution of issues by opening and tracking bugs assigned to other CTS or client staff.

• Documenting and reporting on:
  • Pilot results
  • Downtimes for different apps, tool issues, and bugs that impact pilot operations
  • Sharing observations/feedback and opportunities for efficiency and automation
• Verifying that data collected has successfully transferred to backend systems, engaging CTS staff (Operations Lead, Tools POC, QC, and MIS) and client program managers and engineers as required.
• Following up with the CTS staff (Operations Lead, Tools POC, QC, and MIS) and Client Engineers to drive the resolution of open bugs.
• Participating in data analysis and extraction as required.
• Proactively identifying areas for program and workflow improvement.

• BA/BS degree, or a minimum of 2-3 years of relevant testing/support experience.
• Must have 1+ years of QA testing or technical support experience with Mobile Apps.
• Familiarity with Mobile & web technologies + organizational tools like Google Spreadsheets/Excel (SQL, JavaScript skills a plus).
• Physical activity requirement:
  Candidate must be physically active and have experience and interest in hiking, biking and running with ability to do so for extended periods of time (additional physical activities a plus).
• Ability to work on feet for several hours and in indoor/outdoor environments during all types of weather.
• Strong verbal and written English communication skills with the ability to communicate cross‑functionally with local and global teams/stakeholders.
• Strong teamwork skills.
• Ability to represent the company in a professional manner.
• Comfort with a fast‑paced environment.
• Driver’s license and ability to drive and use other forms of transportation to conduct pilots at various local venues including Client offices, standalone stores, and shopping malls.
• Some US‑based travel may be required.
• Ability to pass driver history restrictions.
• Aptitude for…