Platform Support Engineer L3: Integrations at NTT Ltd.

Want to be a part of our team?

• The Platform Support Engineer (Integrations) for ITSM L3 role is responsible for the Integration support between our Internal and External clients and our ServiceNow platform/s. This role works closely with the Integrations Dev team, Vendors and a variety of backgrounds and responsibilities and, must have excellent communication strengths

Working at NTT

Key Roles and Responsibilities:

• Providing support to users/administrators of our platform. Supporting and contributing to the growth of best practices for delivery of support services
• Understanding our platform, Integration technologies and troubleshooting practices to ensure successful resolution of challenging technical integration situations
• Acting as a customer advocate, prioritizing, and managing assigned tasks and escalations in queue with little or no supervision
• Engaging with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution
• Excellent customer service skills along with the ability to apply technical knowledge to independently work on complex tasks. 
• Creatively solve integration problems & being an escalation point for complex systems
• Creating process documents; this will include but not limited to gathering requirements, process design and technical specification.
• Driving valuable and insightful metric reporting or business process improvement and benefit realization
• Ensure that throughout the troubleshooting phase, the process is documented.
• Be involved in the testing of the integrations prior to its deployment and release
• Works with the required teams to support the integration issues raised.
• Assist with the resolution of any problems identified in the integration and test phases
• Assist with post-implementation integration reviews

Knowledge, Skills, and Attributes:

• Service Platform Integration experience.
• 3+ years of L3 support engineer experience.
• Knowledge of Integration tools such as ServiceGrid, Snaplogic and/or DocTracker (is an advantage)
• Strong written and verbal communication skills
• Experience leading teams and effective implementation
• Ability to engage with a variety of internal and external stakeholders
• Solid interpersonal skills and the ability to build solid working relationships
• Thorough knowledge of identity administration and expertise to solve complex issues

Academic Qualifications and Certifications:

• A bachelor’s degree in Information Technology, Computer Science, or equivalent is required.
• ServiceNow CSA and other certifications

Required Experience:

• Strong troubleshooting and debugging skills
• Proficient and/or comfortable with: Integration Platforms, Cloud Platforms, Distributed systems and micro-services, Security Principles
• Demonstrable experience in a similar role within a complex, large scale (preferably multi-national) technology services environment
• Familiar with identity related regulatory and industry compliance requirements across geographies
• Good experience with multiple infrastructure solutions
• Solid experience working in an IT services environment
• Experience working in a multi-team environment across multiple geographies and time zones