What are the responsibilities and job description for the ITSM SLA Tracking & Reporting Lead position at Cognizant?
Job Title: ITSM SLA Tracking & Reporting Lead
Job Location: Remote, USA.
The ITSM SLA Tracking & Reporting Lead is responsible for governing and reporting on contractual Service Level Agreements (SLAs), Operational Level Agreements (OLAs), Key Performance Indicators (KPIs), and Experience Level Agreements (XLAs) across a large-scale Infrastructure Managed Services environment. This role serves as the central authority for service performance analytics, operational reporting, dashboard development, governance reporting, and continual service improvement initiatives.
The ideal candidate will possess strong expertise in ITSM reporting, ManageEngine ServiceDesk Plus (SDP), Power BI, advanced Excel analytics, and ITIL-based service management processes. The individual will partner with operational teams, service delivery leaders, and customer stakeholders to ensure reporting accuracy, service transparency, contractual compliance, and data-driven decision making.
Salary And Other Compensation
The annual salary for this position is between $83,000 to $92,000 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
What You’ll Need To Succeed (required Skills)
ManageEngine ServiceDesk Plus (Mandatory)
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 a Remote role in 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.
Job Location: Remote, USA.
- Please note, this role is not able to offer visa transfer or sponsorship now or in the future**
The ITSM SLA Tracking & Reporting Lead is responsible for governing and reporting on contractual Service Level Agreements (SLAs), Operational Level Agreements (OLAs), Key Performance Indicators (KPIs), and Experience Level Agreements (XLAs) across a large-scale Infrastructure Managed Services environment. This role serves as the central authority for service performance analytics, operational reporting, dashboard development, governance reporting, and continual service improvement initiatives.
The ideal candidate will possess strong expertise in ITSM reporting, ManageEngine ServiceDesk Plus (SDP), Power BI, advanced Excel analytics, and ITIL-based service management processes. The individual will partner with operational teams, service delivery leaders, and customer stakeholders to ensure reporting accuracy, service transparency, contractual compliance, and data-driven decision making.
Salary And Other Compensation
The annual salary for this position is between $83,000 to $92,000 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
- 1. SLA, OLA & KPI Governance
- Service Performance Monitoring
- Reporting & Dashboard Development
- ManageEngine ServiceDesk Plus Reporting
- Executive & Governance Reporting
- Advanced Data Analytics
- Service Metrics & Trend Analysis
- Data Quality & Reporting Integrity
- Stakeholder Engagement & Service Reviews
- Continual Service Improvement
What You’ll Need To Succeed (required Skills)
- 7 years of experience in ITSM reporting, SLA management, service governance, or operational analytics.
- 3 years of hands-on experience with ManageEngine ServiceDesk Plus reporting and dashboard development.
- Experience supporting Infrastructure Managed Services, IT Operations, or Enterprise Service Desk environments.
- Proven experience delivering executive-level operational reporting and governance presentations.
- Experience working within multi-vendor and globally distributed service delivery environments.
ManageEngine ServiceDesk Plus (Mandatory)
- Custom report development and administration.
- Dashboard creation and KPI reporting.
- Service scorecard development.
- Understanding of ticket lifecycle management.
- Knowledge of categories, priorities, assignment groups, workflows, and SLA configurations.
- Reporting automation and recurring report scheduling.
- Dashboard development and visualization.
- Data modeling and transformation.
- DAX development.
- Report publishing and administration.
- Executive dashboard creation.
- ITSM operational analytics and reporting.
- Pivot Tables
- Power Query
- XLOOKUP / VLOOKUP
- Advanced formulas and functions
- Data analysis and reporting automation
- Dashboard creation
- Trend analysis and forecasting
- 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
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 a Remote role in 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.
Salary : $83,000 - $92,000