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.
Over Cognizant
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.
Aanvullende arbeidsinformatie
De informatie over de beloning is correct op de datum van deze vacature. Cognizant behoudt zich het recht voor om deze informatie op elk moment te wijzigen, met inachtneming van de toepasselijke wetgeving.
Van sollicitanten kan worden verwacht dat zij gesprekken bijwonen, persoonlijk of via een videogesprek. Daarnaast kan van kandidaten worden gevraagd om tijdens elk gesprek een geldig, door de overheid uitgegeven identiteitsbewijs (zoals een identiteitskaart of paspoort) te tonen.
Cognizant is een werkgever die gelijke kansen biedt. Je sollicitatie en kandidatuur worden niet beoordeeld op basis van ras, huidskleur, geslacht, religie, levensovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enige andere eigenschap die wordt beschermd door federale, regionale of lokale wetgeving.
