Store Service Desk Support Technician

Location: Menomonee Falls-WI

Experience: 10 years

Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

We are seeking a highly skilled Store Service Desk Support Technician to provide advanced technical support, lead agent development, and ensure efficient operations across store technology functions. This role supports key service desk processes, escalations, training initiatives, and cross‑functional project work while maintaining a high standard of service delivery.

Key Responsibilities

Service Desk Operations & Support

• Serve as a subject matter expert in Store Service Desk Operations, providing guidance and escalation support for complex issues.
• Monitor call, ticket, chat, and Slack queues to ensure timely response and adherence to SLAs.
• Support POD teams by guiding them through scenarios requiring clarification or higher-level decision‑making.
• Handle VIP escalations occurring outside standard Incident Management hours, ensuring swift and accurate resolution.
  
  

Training & Knowledge Management

• Develop, deliver, and lead training sessions for agents across POS, EOC, and POD environments.
• Maintain and update ServiceNow Knowledge Base articles and templates to ensure consistency and relevance.
• Lead ongoing knowledge‑sharing initiatives and communicate updates, including changes related to the EOC Portal.
• Respond to survey feedback, analyzing comments and taking action to improve service quality.
  
  

Quality Assurance & Monitoring

• Conduct agent audits, including call reviews, ticket evaluations, and performance checks.
• Monitor agent queues to maintain productivity, service levels, and workload balance.
• Identify process gaps and propose improvements to enhance operational efficiency.
  
  

Incident & Trend Analysis

• Identify service trends, outages, or recurring technical issues, escalating and partnering with the appropriate teams to drive resolution.
• Collaborate with technical and cross-functional teams to address systemic issues and prevent future occurrences.
  
  

Project Support

• Participate in and support client’s technology and service desk projects as needed, contributing expertise and operational insights.
  
  

Required Skills & Qualifications

• Strong understanding of store technology environments (POS/EOC/POD).
• Experience with ServiceNow or similar ITSM platforms.
• Excellent communication, coaching, and troubleshooting skills.
• Ability to multitask in a fast-paced support environment.
• Strong analytical skills for identifying trends and process improvement opportunities.
  
  

Applications will be accepted until 3/27/2026

The annual salary for this position is between $49,001– $92,500 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 is subject to the terms of Cognizant’s applicable plans.

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 contribution
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan
  
  

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.

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