Day to Day:

• Provide ongoing support, monitoring, and maintenance of deployed products.
• Manage incidents, tasks, and problems using ServiceNow as the ITSM platform.
• Troubleshoot and resolve application issues escalated to the support team.
• Perform application support using log analysis and search techniques with tools such as Splunk and SQL.
• Analyze support issues to identify system gaps, process inefficiencies, or business impacts.
• Escalate complex issues to Senior System Engineers and/or development teams as needed, and log defects and problems in ServiceNow.
• Maintain a working knowledge of key internal platforms, applications, customers, and business units.
• Collaborate closely with application development teams to ensure timely and effective delivery of system fixes.
• Actively participate in the engineering community by staying current with emerging technologies and best practices, and sharing insights across the organization.
• Embrace AI for day-to-day tasks, including automation, research, and troubleshooting through agents and AI-powered tools.
• Document solutions and maintain the team knowledge base.
• Respond to critical tickets with a strong sense of urgency.
• Provide timely updates and keep users informed of progress, resolutions, and decisions.
• Volunteer to assist and support team members when needed.
• Remain current with industry trends and changes.
• Apply appropriate technical processes to meet business needs effectively.