Technology Support II (ServiceNow)

• Analyze, troubleshoot, and monitor production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm, addressing anomalies utilizing standard observability tools
• Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and root-cause hypothesis generation from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
• Improve operational stability and availability through participation in problem management
• Assist in escalation and communication of issues and solutions to business and technology stakeholders and identify trends to support management of incidents, problems, and changes across full stack technology systems, applications, or infrastructure

• Applies reuse-first, AI-assisted practices within operational stability routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.

• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services. Formal training or certification on troubleshooting, resolving, and maintaining information technology services concepts and advanced applied experience
• Working knowledge of using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations.
• Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud
• Exposure to observability and monitoring tools and techniques
• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Familiar with Production/Application Support, ServiceNow, Dynatrace, Splunk, Grafana, Apica and Shell or Python Scripting

Preferred qualifications, capabilities and skills

• Familiar with Automation
• ServiceNow CSA certification
• Experience with Java Script