11859-Assoc Technology Solutions Specialist(ZISPL Job No 607)

• Support the Problem Management process by assisting with the identification and tracking of recurring technical issues within our SaaS software platform.
• Collaborate with cross-functional teams (Development, Operations, and Customer Support) to collect incident details and contribute to problem investigations.
• Assist with root cause analysis (RCA) by documenting timelines, gathering logs, and organizing findings to support more senior team members.
• Help maintain problem records and metrics by updating problem tickets, tracking progress, and ensuring status fields are accurate and current.
• Monitor incident data to help identify repeat patterns or problem candidates and escalate findings to the Problem Management team.
• Contribute to process improvements by suggesting small enhancements to templates, RCA workflows, or documentation based on day-to-day usage.
• Assist in preparing customer-facing Root Cause Analysis (RCA) reports by organizing technical findings and drafting clear, concise communications under senior guidance.
• Support on-call responsibilities by participating in a once-per-month rotation focused on customer communications, including impact summaries and resolution updates during planned upgrades or maintenance events.

Requirements:
• 0–2 years of experience in IT support, incident management, or operations within a SaaS or cloud-based environment.
• Foundational understanding of SaaS architecture, cloud concepts, and basic troubleshooting practices.
• Interest in learning root cause analysis methods, ITIL Problem Management principles, and continuous service improvement.
• Strong written and verbal communication skills, with the ability to summarize technical issues clearly for diverse audiences.
• Highly organized, with the ability to follow structured processes and manage multiple small tasks or investigations simultaneously.
• ITIL 4 Foundation certification is a plus; willingness to pursue additional ITSM learning encouraged.
• Collaborative and curious mindset with a willingness to take feedback and grow in a structured team environment.

Technical Skills:
• Familiarity with service management or ticketing platforms (e.g., JIRA, ServiceNow, Remedy) is a plus.
• Exposure to containerized or cloud-native environments (e.g., Kubernetes, Docker) is beneficial but not required.
• Proficiency with Microsoft Office (e.g., Excel, Word), including the ability to create Pivot Tables and Charts in Excel for data analysis.
• Willingness to learn monitoring and observability tools (e.g., Grafana) to support incident and problem investigations.