As a Technology Support III team member in the Employee Platforms team, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.
Job responsibilities
- Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm
- Supports the day-to-day maintenance of the firm’s systems to ensure operational stability and availability
- Assists in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
- Identifies issues for escalation and communication, and provide solutions to the business and technology stakeholders
- Analyzes complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
Required qualifications, capabilities, and skills
- 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Formal training or certification on ServiceNow platform concepts and proficient applied experience
- Demonstrated expertise in at least two ServiceNow Modules
- Proficient in scripting languages (JavaScript, Glide scripting) and front-end technologies (HTML, CSS, Angular).
- Has experience working on system integrations between ServiceNow and other applications using REST API.
- Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
- Experience in observability and monitoring tools and techniques
- Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
Preferred qualifications, capabilities, and skills
- HR Service Delivery module experience
- Service portal experience
- ServiceNow Certifications
- Experience with one or more general purpose programming languages and/or automation scripting
- Working understanding of public cloud