Technology Support III

Testing Site - JPMC; Lower Blandford St Mary; On-site; GBP 42,000 - 65,000; Full time

Job summary

Testing Site - JPMC is seeking a ServiceNow Production Support Specialist to join the Digital Workflows team. You will help manage the Production instance, implement APIs, and optimize performance with best practices while collaborating with Product Owners, Developers and Support teams.

The role requires experience in production support, monitoring tools, web technologies (JavaScript, Python, jQuery), and Agile development. On-call duties and weekend rotation are part of the schedule.

Qualifications

• Experience in a production / application Support or Automation Engineering role.
• Experience with production management monitoring tools (Splunk, Grafana, APICA, etc).
• Experience with web front end development frameworks such as JavaScript, Python, JQuery, etc.
• Experience administering application servers, web servers, and databases; experience in Agile development.

Responsibilities

• Provide day-to-day production support for the ServiceNow platform.
• Install/upgrade/manage APIs for systems interacting with ServiceNow.
• Improve performance and configuration using ServiceNow best practices; collaborate with Product Owners, Developers and Support teams.
• Troubleshoot complex code issues and automate, monitor, and maintain systems.

Skills

Production Support

Monitoring tools

JavaScript

Python

jQuery

App servers

Web servers

Databases

Agile

Ownership

Analytical skills

Tools

Splunk

Grafana

APICA

Job description

As a part of the Digital workflows team within the Infrastructure Platforms office you will be responsible for the provision of day to day production support for the ServiceNow platform. ServiceNow is an enterprise wide platform used by all Lines of Business, providing digital workflows to enable key operational processes and capabilities. As part of the global follow-the-sun support capability you will work closely with users and technology teams to ensure stability, performance and resiliency objectives for the platform are met and show continuous improvement.

Job responsibilities

• Support and aid in the day to day management of our Production instance of ServiceNow
• Install/upgrade/manage APIs for the various systems that interact with ServiceNow
• Improving performance and configuration by utilizing ServiceNow best practicesand work closely with Product owners, Developers and Support teams for Critical applications
• Troubleshoot complex code issues and suggest or provide solutions.Automate, monitor and maintenance of systems in a distributed, enterprise environment
• Ensure environment performance, reliability and availability.Exploring new technologies to optimize the delivery and reliability of automation
• Interfacing with internal customers, inputting into technical solutions, advising on best practice and validating new implementations
• Developing and promoting standard operating procedures and creating processes and tooling for operation efficiencyand provide off hours support (on a rota-basis) as part of the team on-call rotation that includes one weekend a month

Required qualifications, capabilities, and skills

• Experience in a production / application Support or Automation\\Engineering role
• Experience of production management monitoring tools – e.g. Splunk, Grafana, APICA, etc.
• Experience with web front end development frameworks such as JavaScript, Python, JQuery, etc.
• Experience administering application servers, web servers, and databases.Experience working in an Agile Development environment
• Able to prioritize and manage workload and communicate issues clearly.Strong sense of ownership and pride in the work you do – taking accountability for the accuracy and completeness of assigned work and results
• Strong analytical and problem-solving skills

Preferred qualifications, capabilities, and skills

• Knowledge of the ServiceNow platform; ServiceNow Certified System Administrator is preferred but not essential.
• Effective verbal and written communication skills.Strong improvement mindset
• Ability to work in a fast-paced team environment, balancing competing priorities/tasks
• Ability to learn new technologies or technology concepts quickly
• Demonstrates a client-focused and team-oriented mindset – able to work effectively in a collaborative, team-oriented environment