Cognizant Workday Practice is seeking a Project Associate to support the Delivery organization by assisting our Service Delivery Managers and Engagement Managers in the organization of our ongoing projects and post-production support engagements.
The Project Associate will be involved in setting up projects, leading transitions for new customer accounts, and monitoring project plans, schedules, and budgets. A key component of this role includes managing the lifecycle of customer support tickets, ensuring adherence to Service Level Agreements (SLAs), and performing initial triaging activities to ensure efficient resolution of client issues. This individual should be detail-oriented, flexible, a self-starter, and should enjoy working in a fast-paced, remote team environment.
Responsibilities:
1. Support Operations: Oversee the intake of customer support tickets, ensuring all requests are captured, categorized, and assigned appropriately.
2. Triage & Prioritization: Perform initial triaging of incoming incidents and enhancements to determine urgency, impact, and required functional expertise.
3. SLA Management: Monitor ticket aging and status to ensure responses and resolutions meet contractual Service Level Agreements (SLAs); escalate potential breaches to leadership.
4. Transition Management: Support the transition plan, monitoring schedules and associated deliverables for new customer accounts moving from implementation to long-term support.
5. Project Monitoring: Maintain and monitor project plans, schedules, work hours, budgets, and expenditures for active engagements.
6. Action Tracking: Document and follow up on important actions and decisions from meetings, specifically tracking technical debt or long-term support items.
7. Quality Assurance: Ensure that projects adhere to quality standards and all documentation—including support logs and RCA (Root Cause Analysis) reports—is maintained on project sites.
8. Cross-Functional Coordination: Coordinate with sales, delivery, legal, finance, and resource management to ensure support teams are appropriately staffed for ticket volumes.
9. Reporting: Assist with the development of PowerPoint presentations, including the preparation of monthly or quarterly Business Review decks highlighting support metrics and SLA performance.
Skills & Requirements:
10. 3+ years of experience in project coordination or service desk coordination, preferably in the IT professional services or software industry.
11. Case Management Expertise: Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk) and the principles of incident and problem management.
12. SLA Awareness: Proven ability to work in a highly deadline-driven environment with a focus on meeting strict service commitments.
13. Analytical Skills: Strong ability to triage complex requests and route them effectively under pressure.
14. Communication: Excellent writing and communication skills with strong attention to detail, specifically in translating technical issues for client updates.
15. Self-Management: Ability to work with minimal supervision, demonstrating flexibility, accountability, and initiative to execute tasks.
16. Collaboration: Ability to work closely with remote project teams with varying seniority levels and work styles.
17. Tools: Proficiency in Microsoft Office (Word, PowerPoint, Excel, OneNote) is required; experience with Workday is a significant plus.
18. Education: Bachelor’s Degree or equivalent work experience.
#LI-Remote
Why choose Cognizant:
19. Entrepreneurial environment that welcomes your ideas
20. Opportunity to do great work
21. Outreach programs that support communities and tap into your volunteer spirit
22. Learning opportunities to help current needs and advancement
23. Global operations, with opportunities in North America, Europe and Asia Pacific
24. An abundance of Affinity groups to meet your needs
Cognizant Core Values:
25. Work as One: We think beyond roles, relying on each other’s strengths to win as a team.
26. Raise the Bar: We always aim for excellence in how we work and what we deliver.
27. Dare to Innovate: We push boundaries and take chances to reimagine what’s possible.
28. Do the Right Thing: We all lead with integrity and always make the ethical choice.
29. Own It: We own the outcomes for our company, colleagues, and community.