Company + Role The client is a global professional services firm that helps organizations manage risk, structure insurance and reinsurance programs, and improve decisions around employee benefits, health, and retirement. They're looking for a Mid-Level Production/ Application Support Analyst to help keep a business-critical IT platform stable, available, and compliant. This person will triage and resolve production incidents, monitor system health, support controlled changes and releases, and work across infrastructure, development, and vendor teams to minimize disruption. Deliverables (including, but not limited to): Triage, investigate, and resolve production incidents in ServiceNow, while keeping stakeholders informed throughout the issue lifecycle Monitor application health, respond to alerts, and identify stability or performance risks before they become larger incidents Conduct root cause analysis on recurring issues and help drive permanent fixes, while supporting releases, patches, access requests, and operational documentation Experience 3+ years of experience in production support or application support for business-critical systems hands-on experience with ITSM tools such as ServiceNow, plus strong knowledge of ITIL incident, problem, and change management practices strong troubleshooting skills across applications, integrations, and infrastructure, with working knowledge of SQL, Linux/Unix, scripting, and monitoring/logging tools such as Splunk, ELK, or Dynatrace
