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Strong employer brand, metro location, mid-level generalist platform role, and broad skillset increase competition.
Requires platform-specific ITSM and integration experience, limiting cross-industry transferability moderately.
Explicit years plus platform-specific ITSM, API, and database skills create strict shortlisting filters.
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Manage configuration and user permissions of the enterprise support platform to ensure security, compliance, and operational efficiency.
Maintain and optimize workflows, routing logic, automation, and reporting to enable standardized and scalable support operations.
Leverage and refine AI and automation features to improve support efficiency, monitor system health, and collaborate with engineering on enhancements.
Bachelor's degree in IT, Computer Science, Business, or related field.
4-7+ years experience with ITSM or support platforms such as ServiceNow, Zendesk, or Sprinklr.
Proficiency in workflow configuration, role-based access control, automation, reporting, API integrations, and SaaS platforms.
Familiarity with database management systems including MongoDB and SQL Server.
Experienced in supporting enterprise-scale service operations with hands-on platform administration and configuration.
Operates effectively in fast-paced environments handling multiple priorities and cross-functional collaboration.
Skilled at leveraging AI/automation tools to drive operational improvements and reduce manual effort in support workflows.