Assoc. Director - Application Ticket Analysis/ AI Automation

About Cognizant Corporate

Cognizant Corporate is a global community united by a shared purpose: to make a meaningful impact. We are committed to excellence and driven by outcomes that matter. Collaboration is at the heart of how we work, and our forward-thinking mindset fuels continuous learning, innovation, and growth.

At Cognizant, careers transcend titles. We empower our people to think strategically, inspire others, and lead with purpose – always guided by our core values. Join us in shaping future of business.

About the role

As an SME Application Ticket Analysis across all domains and AI led Automation Specialist, you will drive impactful contributions and focus on outcomes. You will be a key member of the GSA CoE SS team, collaborating with Solution Architects, BD Teams, Enterprise Solution Architects, Service Line Architects, Pursuit teams, Delivery Excellence leads and other stakeholders.

You will have the autonomy to lead, innovate, and improve workflows while upholding our commitment to quality and continuous learning. The role is about being a thought leader, problem solver and innovator in solutioning AMS deals especially on Ticket Optimization, Effort Savings and productivity improvement using various levers and tools. As a team of self-starters, you can work with impact with our vibrant people and culture all while enjoying unmatched learning opportunities.

In this role, you will:

• Perform deep dive analysis on customers large volume ticket data and derive various insights with time scale visualizations on the current state identify Elimination and Automation use cases to address the customer pain areas
• Create Automation tooling architecture
• Develop cost model to arrive at cost RL and create detailed implementation roadmap depicting YoY improvement in ticket optimization operational efficiency and productivity gain
• Collaborate with Solution Architects and BD Teams to curve out the scope for GSA CoE SS team from the customer RFP RFI RFS
• Perform debt analysis on ticket data identify potential elimination automation opportunities suggest the feasibility of Agentification AI Gen AI solution for the top use cases identified Develop solutions for top Agentic AI use cases Standard Automation use cases and Elimination Use cases derive the Automation Cost and RL
• Conduct deep dive ticket analysis volumetric analysis to generate various insights introspects and observations from the ticket data with time-scale visualizations to ascertain the root causes of current operational and business challenges of customers
• Estimate overall AMS Team size and Day 1 FTE using Org Benchmarks with or without ticket volumetrics data and provide Service Line wise views
• Evaluate and propose automation tools working with various service line architects and highlighting good to have must have tools in the enterprise automation solution considering tool capabilities cost ROI and implementation Roadmap
• Collaborate with the Delivery Excellence leads and help the team to arrive at internal and the industry benchmarks for Estimation
• Participate in deal review calls with various pursuit stakeholders on the deliverables solution created by GSA CoE SS
• Embrace our vibrant culture by striving for excellence, focusing on meaningful outcomes, and collaborating effectively. Take ownership, build relationships, and focus on personal growth to drive business strategy and foster an inclusive culture, creating unmatched career opportunities and impactful work.

What you must have to be considered

• 15+ years of Industry Experience in IT with 7 plus years hands on experience in Analysing ITSM Ticket Data to identify potential optimization opportunities leveraging Elimination Traditional RPA ITPA Automation Observability and AIOps Gen AI Agentic AI and create winning solutions to AMS components for RFPs RFIs
• Deep Dive Ticket Analytics and generate insights and observations to represent current operational challenges in customers ecosystem
• Exclusive knowledge and experience on standard and advanced automation tools and technologies Observability ITSM AIOps LLMs RPA ITPA Tools
• Seamless collaboration with all pursuit stakeholders Enterprise Solution Architects Solution Architects Service Line Architects Pursuit team operations changes management pricing transition facilities et al) to ensure timely and high quality proposal and response submission
• Excellent knowledge and experience on Agentic AI implementation both single and multi-agent systems
• Up to date with latest advancement in automation technologies and offerings in the market proactively suggest their adoption
• Exclusive Knowledge on ITSM tools SLA Estimation & Productivity
• Create impactful presentations backed by market intelligence to support the sales business directors on specific pursuits
• Awareness on best practices in solution architecture with strong knowledge of business processes IT systems trending Technologies and solutions to clients
• Exposure to analytics and visualization tools Power BI & Dashboards
• Excellent knowledge on ITIL Certification preferred
• Hands-on experience in Estimation Pricing & Resource Loading for AMS deals
• Proficiency in Excel and PPT is must
• A strong sense of ownership, desire to create meaningful outcomes, and passion for work that serves a greater good for customers, communities, or global challenges.
• The embodiment of Cognizant’s Values of: Work as One, Dare to Innovate, Raise the Bar, Do The right Thing, & Own It

These will help you succeed

• Certifications on AI and Automation Tools are good to have
• TOGAF certification is preferred

Work model – Hybrid

At Cognizant, we believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 2-3 days a week in a client or Cognizant office. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

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.