Mid-Level, Senior

Technology Support III

Plano, United States · On-site

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

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