Technology Support III

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