Support Operations Engineer I
P
Pax8IT support operations
United States | RemoteFull-TimeEntry
Salary65,000 - 100,000 USD per year
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Job Details
- Required Skills
- DocumentationServiceNowReporting
Requirements
- Bring hands-on experience in technical support, support operations, information technology, data, or automation, or demonstrate strong technical aptitude.
- Have some familiarity with ServiceNow, reporting technology, or low-code automation platforms.
- Be comfortable using spreadsheets, operational reports, data, and straightforward queries to understand issues.
- Show curiosity about AI, automation, and agentic workflows and willingness to learn through experimentation and feedback.
- Create clear, structured documentation that others can use.
- Translate frontline challenges into practical tooling, process, or automation opportunities.
- Look for underlying causes of recurring problems rather than only addressing immediate fixes.
- Take ownership, keep progress visible, and maintain consistent build and documentation standards.
- Bring relevant education or equivalent practical experience.
- Familiarity with ServiceNow and Knowledge-Centered Service principles is helpful; practical interest or experience in AI and automation is a plus.
Responsibilities
- Analyze recurring reports and dashboards to identify support demand, case-handling efficiency, trends, and unusual patterns.
- Help turn reporting insights into focused improvement opportunities.
- Create and maintain ServiceNow workflows, playbooks, forms, and service catalog experiences.
- Contribute to agentic AI experiments by helping develop prompts, designing tests, and evaluating results.
- Identify knowledge gaps, support audits, and improve knowledge content.
- Partner with Escalations and Partner Success to translate recurring frontline challenges into requirements and priorities.
- Develop technical capabilities across data, ServiceNow, automation, and AI through learning and hands-on work.
- Maintain visibility of project and build work through the team backlog and ticketing processes.
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