Description
As an IT Application Support specialist, you serve as the Level II Support bridge connecting end-users, IT Service Desk (L1), and core technical teams (Developers, DBAs, ETL Data Engineers, and Workforce Management).
You will solve complex application challenges, monitor SQL database jobs, modify SQL scripts, collaborate on outage escalations, and propose continuous system enhancements.
This role supports round-the-clock global operations and requires flexibility for a 24/7 rotating shift schedule.
Key Responsibilities:
- Serve as the primary L2 escalation point for internal and cloud corporate applications (HCM, Financials, Recruiting, Payroll, Leave Accruals) using ServiceNow and Jira.
- Partner with L3 Developers, DBAs, ETL Data Engineers, and Workforce Management (WFM) to investigate system issues, monitor data feeds, execute/verify stored procedures, modify SQL scripts, and resolve incidents.
- Partner with ETL teams to troubleshoot data pipelines and reporting workflows.
- Collaborate with WFM teams on shift/leave accrual syncs, timekeeping integrations, and automated feed files.
- Actively check SQL Server job executions, inspect automated tasks/feedfiles, and modify SQL scripts to resolve data sync errors or backend issues.
- Partner directly with Incident Management (NOC IM) during production outages.
- Participate in comms bridges, provide regular escalation updates (every 30 mins to 4 hours based on severity), and draft Initial Root Cause Analysis (RCA) documents.
- Conduct regular sync calls and coaching sessions for Level 1 Service Desk reps to improve initial troubleshooting, intake requirements, and ticket escalation quality.
- Track recurring issue trends and propose continuous improvement (CI) application enhancements to Business Analysts and Product teams.
- Author and maintain Knowledge Base (KB) articles and SOPs in ServiceNow to empower L1 teams and end-users to resolve common issues independently.
Technical Competencies:
- Understanding of ETL pipeline workflows, data transformation, and system integration with WFM platforms and timekeeping tools.
- Direct experience inspecting SQL Server environments, checking job executions, modifying SQL scripts, executing/verifying stored procedures, and performing data fixes.
- Technical capability to collaborate with L3 developers in investigating backend code errors, debugging system logs, and verifying technical hotfixes.
- Experience collaborating with Incident Management teams during outages, participating in comms bridges, sending stakeholder notifications, and drafting RCA reports.
- Hands-on experience using ServiceNow (Incident/Service Request Management) and Jira (Bug Tracking/Dev Escalations).
Requirements:
- Must be amenable to working on a 24x7 rotating shift schedule (including nights, weekends, and holidays).
- 1–2 years in IT application support, IT service desk, or product support utilizing enterprise ITSM tools like ServiceNow and Jira.
- Hands-on experience collaborating with ETL engineers, WFM teams, Devs, DBAs, and NOC/IM outage teams.
- Proven ability to run/modify SQL scripts, check database jobs, execute/verify stored procedures, research root causes, and resolve backend incidents.
- Strong technical communication skills to articulate issues clearly across all technical and non-technical stakeholders, paired with a proactive drive to improve support workflows.