SME - IT Operations Management, RESTful API, Angular

Sapsf; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Sapsf is seeking a Subject Matter Expert (IT Operations Management) to lead escalated incident resolution using Snow ITOM and REST/SOAP APIs. You will mentor peers, document processes, and ensure compliance with change orders and capacity planning.

The role emphasizes strong analytical capability, clear communication with stakeholders, and the delivery of actionable reports to drive service excellence.

Qualifications

• Proficient in Snow ITOM and REST API / SOAP API for incident management and automation.
• Strong analytical skills for root cause and trend analyses.
• Excellent communication and presentation skills for stakeholder engagement.
• Familiarity with documentation standards and IT operations practices.

Responsibilities

• Analyze and resolve escalated incidents in Snow ITOM per SLA and quality requirements.
• Mentor team members on best practices, prepare SOPs and maintain knowledge transfer docs.
• Validate change order plans and participate in capacity planning to optimize resources.
• Engage with clients, understand issues, and drive solutions to improve satisfaction and outcomes.
• Conduct root cause and trend analyses and present findings to business stakeholders.

Skills

Snow ITOM

REST API

SOAP API

Analytical skills

Communication

Documentation standards

Tools

ServiceNow

Job description

Career Opportunities: SME - IT Operations Management, RESTful API, Angular (166662)

Requisition ID166662-Posted10/05/2026

The Subject Matter Expert (Tools & Automation) plays a critical role in ensuring timely and quality resolution of escalated incidents and tickets. This position focuses on leveraging deep expertise in SNOW - ITOM and Rest/Soap API to drive efficient problem-solving while enhancing customer satisfaction. The role involves mentoring, documentation, and effective communication with stakeholders to uphold service excellence.

Key Responsibilities

• 1. Analyze And Resolve Escalated Incidents In Snow - Itom According To The Agreed Sla, Ensuring Adherence To Quality Compliance And Contributing To Overall Service Delivery.
• 2. Mentor Team Members And Administrators On Best Practices In Tools And Automation, While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation For Seamless Knowledge Transfer.
• 3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
• 4. Foster Positive Customer Relationships By Actively Participating In Meetings, Understanding Client Issues, And Driving Solutions That Enhance Customer Satisfaction And Feedback.
• 5. Conduct Thorough Analyses Including Root Cause Analysis And Trend Analysis, Presenting Findings And Performance Reports To Key Business Stakeholders To Facilitate Informed Decision-Making.

Skill Requirements

• 1. Proficient In Snow Itom And Rest/Soap Api With A Solid Understanding Of Their Application In Incident Management And Automation Processes.
• 2. Strong Analytical Skills With The Ability To Conduct Root Cause And Trend Analyses.
• 3. Excellent Communication And Presentation Skills For Effective Stakeholder Engagement.
• 4. Familiarity With Documentation Standards And Practices In It Operations.

Other Requirements

• 1. Itil Foundation Certification Is Optional But Valuable.
• 2. Relevant Certifications In Servicenow Or Automation Tools Are Recommended