Senior Support Delivery Engineer, ITIL, Global Converse, ITC

The Senior Support Delivery Engineer will lead the delivery of support for Converse enterprise applications, including incident management, problem management, and communication with cross-functional stakeholders.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
• 5+ years experience in IT Service Management, Service Delivery or Application Support roles
• Strong understanding of incident management and problem management processes
• ITIL certification and demonstrated knowledge of ITIL practices
• Expertise with workflow management tools (ServiceNow, Jira)
• Experience with communication and collaboration tools (Slack, Confluence, Box)
• Experience supporting SAP ERP, integration tools or similar applications preferred
• Experience managing support delivery
• Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions
• Excellent communication and collaboration skills, with demonstrated ability to work with global teams and communicate technical issues to non-technical partners
• Experience working with IT vendors and outsourced workforce
• Experience with defining SLA and KPIs, establishing reporting and metrics analysis (knowledge of Splunk or Tableau a plus)

Benefits

• open to growing and learning new tools or skillsets across the Converse technology landscape