Italian Speaking User Experience Center Analyst

Job details

Job location: Budapest, Hungary, 9th District, Mill Park office building Role type: permanent Full time employment, 40 hours/week Working model: hybrid with home office option Working hours: 7am-7pm in shifts Project will start with on-site trainings

Basic Purpose of Role

The User Experience Center Analyst will provide elevated support for customers in Italian as well as in English language. The issues reported by the customers will be both technical as well as functional, which will require an exceptionally good knowledge of the IT environment and applications and ITSM processes.

Tasks and Responsibilities

End user experience monitoring Digital experience analytics Conduct investigations to identify patterns or commonalities Perform regular health checks Creating proactive incidents for improvement in performance Coordinate with resolver groups for maintenance and break/fix activities Monitor critical and high priority tickets (P1 & P2) Validate and alert respective site engineer and country leads to take immediate actions to avoid Service Level Agreement breaches Report issues to higher level resolver groups for immediate actions Coordinate and collaborate with Cognizant’s partners and vendors Provide elevated level of technical remote support Incident Management and Request Fulfillment Contribute to and participate in account review meetings with leadership Provide inputs and observations regarding internal process- , workflow- and knowledge management, as well as continuous service improvement initiatives Maintain a high level of quality customer service Any additional project-specific task assigned by direct supervisor or above

Requirements

Completed high school degree or BA degree Advanced or native in Italian language and have upper-intermediate English language skills 2-3 years of experience in IT customer support roles You have willing-to-learn attitude & customer-focus mindset Excellent communication skills – both written and spoken Flexible, multitasking, dynamic personality, team player attitude You have logical thinking, good problem-solving skills Open for working in shifts

What we offer

Competitive salary package Annual bonus system Cafeteria package Language course reimbursement Free Medicover medical services All You Can Move Sportpass discount

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

Cognizant is a global community with more than 300,000 associates around the world. We don’t just dream of a better way – we make it happen. We take care of our people, clients, company, communities and climate by doing what’s right. We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. 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 protected characteristic as outlined by federal, state or local laws.

Disclaimer: 
Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.