[Remote] Mapping Escalation Specialist

Note: The job is a remote job and is open to candidates in USA. Cognizant is seeking a Mapping Escalation Specialist responsible for handling time-critical and sensitive mapping operations issues. The role involves investigating potentially fraudulent content, ensuring compliance with mapping policies, and coordinating with internal teams to maintain a trustworthy user experience.

Responsibilities

• Resolve the highest priority mapping issues according to established SLAs
• Work with mapping imagery and data to make edits with exceptional quality and accuracy
• Use mapping tools and knowledge to continually improve map accuracy and edits
• Run QA tools, answer key quality questions about imagery, and enter key mapping metadata with high accuracy
• Analyze map data and make decisions based on policy to complete map workflows
• Handle complex and time-sensitive data modeling questions
• Proactively identify and raise systemic problems with tools or processes
• Contribute to project bugs, workflows, worksheets, scripts, and dashboards
• Maintain strong written skills to submit reports in a professional and timely manner
• Maintain knowledge of Elections processes and procedures on an election cycle basis
• Investigate reported listings and user-generated content to identify fraudulent, misleading, or policy-violating activity
• Verify business legitimacy by reviewing submitted documentation, addresses, and report details
• Monitor and review edits from both external and internal users to prevent abuse or manipulation of listings
• Conduct in-depth failure analysis and root cause analyses of policy violations to determine the origin of problems or incorrect edits
• Document all problem analysis and issue resolution methods, and maintain detailed records of investigations, account activity, and listing changes
• Investigate complex problems, provide detailed insights, develop hypotheses, and propose solutions to mitigate, prevent, or solve them
• Evaluate content, take corrective actions (including removal, reinstatement, or flagging for further review), and provide actionable recommendations to prevent future fraudulent activity
• Identify trends and patterns of misuse to improve abuse detection systems and review workflows
• Log feature requests and bugs related to local content issues to engineering teams as required
• Provide quantitative and qualitative insights to mapping processes as part of post-project analysis or deep-dive

Skills

• Handle time-critical and sensitive issues related to mapping operations
• Specialize in investigating potentially fraudulent or misleading content
• Ensure compliance with mapping policies
• Trained in escalation protocol to resolve difficult and complex issues in a timely manner
• Conduct in-depth investigations and assess risks
• Coordinate with internal teams and implement corrective actions
• Resolve the highest priority mapping issues according to established SLAs
• Work with mapping imagery and data to make edits with exceptional quality and accuracy
• Use mapping tools and knowledge to continually improve map accuracy and edits
• Run QA tools and answer key quality questions about imagery
• Enter key mapping metadata with high accuracy
• Analyze map data and make decisions based on policy to complete map workflows
• Handle complex and time-sensitive data modeling questions
• Proactively identify and raise systemic problems with tools or processes
• Contribute to project bugs, workflows, worksheets, scripts, and dashboards
• Maintain strong written skills to submit reports in a professional and timely manner
• Maintain knowledge of Elections processes and procedures on an election cycle basis
• Investigate reported listings and user-generated content to identify fraudulent, misleading, or policy-violating activity
• Verify business legitimacy by reviewing submitted documentation, addresses, and report details
• Monitor and review edits from both external and internal users to prevent abuse or manipulation of listings
• Conduct in-depth failure analysis and root cause analyses of policy violations
• Document all problem analysis and issue resolution methods
• Maintain detailed records of investigations, account activity, and listing changes
• Investigate complex problems, provide detailed insights, develop hypotheses, and propose solutions
• Evaluate content and take corrective actions (including removal, reinstatement, or flagging for further review)
• Provide actionable recommendations to prevent future fraudulent activity
• Identify trends and patterns of misuse to improve abuse detection systems and review workflows
• Log feature requests and bugs related to local content issues to engineering teams as required
• Provide quantitative and qualitative insights to mapping processes as part of post-project analysis or deep-dive
• Strong investigative and problem-solving skills
• Excellent communication skills, including the ability to verify information accurately through phone calls with businesses
• Persistent, thorough, and capable of following through on complex cases
• Exceptional attention to detail
• Comfortable managing complex investigations and working independently while coordinating with internal teams

Benefits

• Life & Disability Insurance
• Group Health, Dental & Wellness
• Sick Leave
• 401(k) Plan and Contributions

Company Overview