Technology Support II

Monitor production environments for anomalies and address issues utilizing standard observability tools

• Assist in the escalation and communication of issues and solutions to the business and technology stakeholders

• Identify trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure

Required qualifications, capabilities, and skills

• 7-10 years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services

• Hands on experience in business analysis, testing, or project management within Information Technology.

• ITIL certification or strong knowledge of ITIL terminology and service lifecycle practices.

• Experience on ITIL Change Management and SNOW (ServiceNow) is strongly desirable

• Exceptional verbal and written communication skills, with the ability to effectively engage both Senior Management and Change Management system users.

• Demonstrated interpersonal skills and a proven ability to collaborate within teams and across organizational boundaries.

• Strong problem-solving abilities, including root cause analysis.

• Advanced analytical and decision-making skills.

• Excellent organizational and time management capabilities.

• Experience in developing and presenting departmental reports.

• Proficiency in Microsoft Office applications.

• Experience with ServiceNow is preferred.

Preferred qualifications, capabilities, and skills

• Knowledge of one or more general purpose programming languages or automation scripting