This role focuses on production support, issue triage, and coordination of standard, repeatable support activities to ensure system stability and a seamless user experience.
Key Responsibilities:
Serve as the first point of contact for technology-related support requests and incidents
Manage intake of requests and perform initial triage, categorization and prioritization of tickets and ensure complete and accurate documentation
Monitor support queues and intake channels to ensure timely response
Resolve low-risk, standard, repeatable issues using established procedures and knowledge base articles.
Coordinate routine system updates and maintain an up-to-date calendar of releases and maintenance activities.
Perform basic system validations, data checks, and post-release verification activities.
Identify recuring issues and recommend improvements to reduce manual effort and repeat incidents.
Perform basic reporting on intake and progress metrics to identify trends and insights for improvement opportunities.
Maintain and update reference materials and support documentation
Qualifications:
3-5 years of hands-on operational support experience in a production support environment. Experience with Oracle HCM and/or Service Now is preferred.
Familiarity with Incident and Request Management concepts
Basic understanding of ticketing systems (ie. ServiceNow, Azure DevOps, etc.)
Strong organizational and prioritization skills
Excellent communication and customer service skills
Ability to follow defined processes and work independently within established guidelines.
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