Assoc Technology Solutions Specialist

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.