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.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge 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, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
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.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but 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.
