Technology Support II-Build and Release/change management

Job Description
Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.
As a Technology Support II team member within the Infrastructure Platforms team, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.
Job responsibilities

• Oversee Air Traffic Control for all ServiceNow platform changes, ensuring conflict avoidance and thorough impact analysis.
• Conduct daily coordination calls to plan and manage releases or changes on ServiceNow platforms.
• Facilitate and coordinate releases that affect individual or multiple service offerings, ensuring smooth transition into production.
• Create comprehensive Release Stories to document all release artifacts, including runbooks and release notes.
• Generate and approve JET Release records linked to Change Records.
• Review Release Records and associated changes for completeness prior to production deployment.
• Manage release calendars, resolve change conflicts, and schedule change slots for schema-related activities.
• Obtain necessary signoffs from Product Owners for all releases.
• Identify common, low-risk, repeatable changes suitable for conversion to Standard Changes.
• Track and report metrics related to releases and changes.
• Participate in CAB meetings to discuss upcoming production changes on the platform.

Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and 2+ years applied experience
• Hand on experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services
• Proven ability to work in an agile environment.
• Experience in regular release management activities, including collaboration with Agile development teams, understanding sprint cycles, and working closely with various development teams.
• Ability to work with cross-functional teams (Operate, Application, Scrum teams) and provide guidance on release types (Go-live, Minor, Major, Indexing/Schema activities).
• Strong skills in change management and compliance with regulatory requirements.
• Perform risk analysis and provide overall governance for changes entering production.
• Support incident management by collaborating with Incident Managers and Production Management to resolve issues arising from releases.
• Assist with major MEPCs related to ServiceNow upgrades, including working with the MEPC team to establish restrictions for TDW ServiceNow upgrades.
• Coordinate bundled releases across all ServiceNow Platforms for post-upgrade regression fixes and manage the overall effort.

Preferred qualifications, capabilities, and skills

• Collaborate with the Release Automation team to identify and automate repetitive manual tasks.
• Coordinate emergency changes, assess risks, and oversee code/change movement to production.
• Facilitate audit requests by coordinating between auditors and application teams, and providing required evidence.
• Relevant experience with the ServiceNow platform.