Technology Support 3

Propel operational success with your expertise in technology support and a commitment to continuous improvement. 

As a Technology Support III team member in Corporate Sector – Employee Platforms, 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 and supports day-to-day maintenance of the firm’s systems to ensure operational stability and availability

• Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.

• Assist in the monitoring of production environments for anomalies, address issues utilizing standard observability tools, and identify issues for escalation and communication while providing solutions to business and technology stakeholders

• Analyze complex situations and trends to anticipate and solve issues while supporting incident, problem, and change management of full stack technology systems, applications, or infrastructure

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

• Supports the day-to-day maintenance of the firm’s systems to ensure operational stability and availability

• Identifies issues for escalation and communication, and provide solutions to the business and technology stakeholders

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services

• Demonstrated experience 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.

• 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

• 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. 

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/AWS Certifications/Kubernetes Certifications