Technology Support II

Job Responsibilities

• Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm
• Improve operational stability and availability through participation in problem management
• 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

• 2+ 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.
• 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