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Metro location, mid-level generalist role, broad skillset and known employer amplify candidate competition.
Requires platform-specific ITSM experience, making transferable fits limited across industries.
Explicit years plus required ITSM platform experience and integration skills enforce strict filters.
Manage and configure enterprise support platform workflows, user roles, and permissions to ensure secure, compliant, and efficient ticket handling.
Monitor platform health, support reporting/dashboard enablement, and troubleshoot integration/API issues to maintain system performance.
Leverage and optimize AI and automation capabilities to enhance support efficiency, reduce manual effort, and continuously refine automation processes.
Bachelor's degree in IT, Computer Science, Business, or related field.
4+ years of experience with ITSM or support platforms (e.g., ServiceNow, Zendesk, Sprinklr).
Strong knowledge of workflow configuration, RBAC, automation, reporting, API integrations, and familiarity with MongoDB and SQL Server.
Work Experience Required: 4–7+ years in supporting enterprise-scale support or service operations.
Experienced in managing and scaling enterprise support/service platforms with focus on configuration and automation.
Skilled in leveraging AI-native features and APIs for process efficiency in complex service environments.
Proven ability to work cross-functionally with support, development, and operations teams to drive platform enhancements and governance.