Provide operational support for a broad range of enterprise tools and platforms, including SaaS-based applications.
Support enterprise collaboration, productivity, and workflow tools such as Jira, Confluence, SharePoint, Globalscape, Figma, Miro, Smartsheet, and similar platforms.
Assist with administrative and operational support for application platforms based on team needs and individual skill development.
Perform routine administrative tasks such as user access management, configuration updates, and service request fulfillment.
Monitor platform health and respond to alerts, incidents, and service degradation events.
Troubleshoot platform and application issues, escalating complex or systemic problems to senior engineers when required.
Manage incidents, problems, and service requests using ServiceNow, ensuring accurate documentation and timely resolution.
Participate in incident triage and service restoration activities for Sev 1 and Sev 2 incidents under the guidance of senior engineers.
Contribute to post-incident reviews by documenting findings, corrective actions, and follow-up tasks.
Support FedRAMP-related operational requests, including evidence gathering, access reviews, configuration validation, and audit support activities.
Follow established security and compliance procedures when supporting regulated environments.
Partner with Security, Compliance, and Platform teams to ensure enterprise tools meet FedRAMP operational requirements.
Support platform changes, upgrades, and configuration updates following established change management processes.
Maintain and update technical documentation, runbooks, and operational procedures.
Identify recurring issues and opportunities for process improvement and automation.
Work closely with Infrastructure, Security, and Service Desk teams.
Develop foundational expertise across multiple enterprise tools and platforms.
Participate in training, knowledge sharing, and skills development initiatives.

Requirements

2–4 years of experience in IT operations, application support, or platform engineering roles.
Experience supporting enterprise tools, SaaS applications, or internally hosted platforms in a production environment.
Familiarity with ServiceNow as an ITSM and ticketing platform.
Basic understanding of identity, access management, and application security concepts.
Willingness and ability to learn and support new tools, platforms, and technologies as business needs evolve.
Strong troubleshooting, documentation, and organizational skills.
Good written and verbal communication skills.

Benefits

Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT operationsapplication supportplatform engineeringtroubleshootinguser access managementconfiguration updatesincident managementprocess improvementautomation

Soft Skills

organizational skillswritten communicationverbal communicationcollaborationproblem-solvingdocumentation