Systems Engineer

Oslo, Norway \- Full\-time

About the Role

As a Systems Engineer, you will make an impact by ensuring end\-to\-end operational reliability across change lifecycle management, AI\-enabled chatbot platforms, networking, incident management, and service desk operations. You will be a valued member of the IT Infrastructure team and work collaboratively with cross\-functional technology and business teams to maintain high\-availability digital services that support client and organizational outcomes.

In This Role, You Will:

• Manage end\-to\-end change lifecycle activities to ensure the controlled implementation of infrastructure and application changes with minimal disruption to business operations, coordinating with cross\-functional teams to assess impact, validate technical feasibility, and protect system stability.


• Monitor and continuously refine AI\-enabled chatbot solutions to improve user self\-service capabilities, analysing interaction data to identify recurring issues and drive measurable reductions in service desk contact volume.


• Respond to incidents within defined service levels by performing triage, impact assessment, and technical analysis — using ServiceNow to log, categorise, prioritise, and track all tickets with accurate work notes and timely stakeholder communication.


• Administer and support networking components, including configuration review, connectivity validation, and troubleshooting, while performing routine Windows environment administration such as patching, configuration management, and security hardening.


• Lead and contribute to root cause analysis for recurring incidents, propose and implement preventive actions, and document standard operating procedures and troubleshooting steps to strengthen knowledge reuse and support team onboarding.

Work Model

At Cognizant, we strive to provide flexibility wherever possible.

Based on this role's business requirements, this is a fully onsite position requiring daily presence at the Cognizant Oslo office. 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.

This role operates on shift hours in addition to regular business hours:

• Shift hours: Monday to Friday, 06:00 – 14:00 or 13:00 – 20:00 (occasionally employees might need to work regular hours like 08\.00 – 16\.00\)

What You Need to Have to Be Considered

• Demonstrated experience in change lifecycle management, including planning, risk assessment, implementation coordination, and post\-implementation review for infrastructure or application changes.


• Proven hands\-on exposure to AI\-enabled chatbot platforms, including configuration, training data refinement, and collaboration with knowledge authors to optimise response accuracy and resolution rates.


• Strong incident management skills, including impact analysis, priority assessment, and adherence to service level targets using a structured methodology.


• Practical experience with ServiceNow modules for incident, request, and change management, maintaining data quality and streamlining workflow execution.


• Proficiency in Windows\-based environments, including user account management, system configuration, basic scripting, and enterprise security best practices.


• Full professional fluency in both Norwegian and English is essential for this role.

These Will Help You Stand Out

• Solid understanding of networking fundamentals such as IP addressing, routing basics, and connectivity troubleshooting to support resilient systems operations.


• Prior service desk or IT support background with a demonstrated ability to provide escalation support, deliver empathetic communication, and collaborate effectively with both technical and non\-technical users.


• Experience conducting root cause analysis with a track record of proposing and following through on preventive actions to reduce long\-term operational risk.


• Familiarity with documenting SOPs, troubleshooting guides, and configuration details to support knowledge reuse and accelerate onboarding of new team members.

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

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