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Job Description
MSP Support Specialist Cognizant - 3.8 Englewood, CO Job Details Full-time $79,000 - $90,000 a year 1 day ago Benefits Paid parental leave Employee stock purchase plan Paid holidays Disability insurance Health insurance Dental insurance 401(k) Paid time off Parental leave Vision insurance Life insurance Qualifications Federal Acquisition Regulations System administration FedRAMP IT asset management Incident management software ServiceNow Certified System Administrator (CSA) System architecture Metrics Reporting Bachelor's degree Software asset management Incident management operations support Issue tracking Data analytics ServiceNow Cloud compliance Stakeholder relationship building Procurement regulatory knowledge Stakeholder management
Full Job Description Job Title:
MSP Support Specialist Job Location:
Hybrid [3 days in Office]- Bridgewater, NJ, USA. •Please note, this role is not able to offer visa transfer or sponsorship now or in the future•Role Overview We are seeking an experienced MSP Support Specialist with strong expertise in ServiceNow operations, license management, and federal compliance environments. This role is critical in managing ServiceNow 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.
Salary and Other Compensation:
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. In this role, you will Manage and support ServiceNow platform operations, including license management, ticket creation, escalation of platform issues, and coordination with ServiceNow 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 ServiceNow 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. What you'll need to succeed (required skills) Minimum 7+ years of experience in: Service delivery operations ServiceNow support and administration Incident management and service request fulfillment Reporting and operational analytics Bachelor's degree in Information Technology or a related field ServiceNow Certified System Administrator (CSA) (minimum requirement) FedRAMP certification and strong understanding of
FAR/DFARS
compliance Deep knowledge of ServiceNow architecture, modules, and platform capabilities Strong understanding of: IT Service Management (ITSM) IT Operations Management (ITOM) IT Asset Management (ITAM) ITIL frameworks Core Competencies 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 Preferred Skills 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:
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 Work model: At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role's business requirements, this is hybrid role requiring 3 days a week at the client site in Bridgewater, NJ, USA. The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations. We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
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. "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.
