Technology Support III

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