Work Arrangement: Hybrid (Client expects the associate to work from office 3 days per week)
Location: Chicago
Roles & Responsibilities
- Provide L2 support activities, monitoring and collaborating with global team members to ensure timely responses to business queries and escalations.
- Manage tight deadlines in a fast-paced environment.
- Work with business partners to analyze and resolve queries, ensuring compliance with controlled processes.
- Develop and maintain professional relationships with IT and business stakeholders, providing direct or indirect support.
- Troubleshoot production issues, escalate unresolved problems, and coordinate with managers and team members.
- Perform incident detection, root-cause investigation, and problem management (ITIL).
- Gain in-depth knowledge of business functions and grow into a subject matter expert.
- Manage Firecall support including off-hours and weekend coverage.
- Execute lean programs to reduce incidents and resolve issues at root level.
- Build effective working relations with clients, development, business, audit, compliance, and vendors.
- Review alerting incidents/requests, escalate production issues as needed, and coordinate with offshore support teams.
- Attend on-call duties after office hours, including weekends, to manage high and critical production issues end-to-end.
Required Qualifications
Technical Skillset:
Skills/Experience
- 8–10+ years of experience in a technical, business-facing role within a financial institution or similar.
- Excellent oral and written communication skills; ability to confidently interact with business partners.
- Strong interpersonal skills and technical background; ability to multitask in a fast-paced environment.
- Ability to manage multiple issues in parallel and adapt to changing priorities.
- Experience working in onsite/offshore models, supporting APAC, UK, and US business lines.
- Incident management expertise, understanding of ticket workflows, and escalation processes.
- Mandatory experience with ServiceNow and ITIL methodologies.
Salary And Other Compensation
Applications will be accepted until 5/1/2026
The annual salary for this position is between $60,000 – $93,500 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.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- 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
Disclaimer: The salary, 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.
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