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Job Description
Role: Tier 2 Application Support Engineer Location: Hybrid in Oak Park Heights, MN (Onsite Tuesdays and Wednesdays) Duration: 1 year contract, start 7/1/2026 Rate: $43.86-$55.56/hour W2
Overview The Enterprise Quote Support Engineer provides Tier 2 operational support for the Enterprise Quote (iQ+) platform, ensuring stability, timely incident resolution, and effective collaboration with business, product, and IT delivery teams. Works closely with the Product Owner, CX Digital Technology Support peers, and upstream/downstream platform teams to support a mission‑critical quoting solution.
Key Responsibilities Participates in an on‑call rotation and follows ServiceNow/ITIL processes for incident, request, and problem management.
Incident, Request & Problem Management - Monitor, triage, and resolve iQ+ incidents and requests in ServiceNow (Fetch).
- Lead Tier 2 investigations for Quote incidents (P1–P4), driving root cause, resolution, and follow‑up.
- Partner with the Service Desk on escalation, knowledge transfer, and shift‑left opportunities.
- Communicate status, impact, and resolution clearly to business and IT stakeholders.
Platform & Application Support - Support iQ+ quoting workflows, integrations, and downstream dependencies.
- Validate data integrity and integration health across Quote‑adjacent systems.
- Reproduce issues in lower environments and document clear steps/results.
- Identify recurring issues and recommend preventive improvements.
Cross‑Functional Collaboration - Partner with the Enterprise Quote Product Owner on defect triage, operational input, and production support feedback.
- Coordinate with development, QA, Salesforce, Order, and platform teams during incidents, releases, and hypercare.
- Participate in agile ceremonies as needed to represent support impacts and findings.
Monitoring, Alerting & Proactive Support - Respond to monitoring alerts related to Quote services and integrations.
- Perform health checks after releases, configuration changes, and risk events.
- Improve monitoring, alerting, and operational visibility for Quote services.
Documentation & Process Improvement - Create and maintain runbooks, troubleshooting guides, and known‑error documentation for iQ+.
- Document incidents, resolutions, and follow‑ups accurately in ServiceNow.
- Identify automation opportunities to reduce manual effort and improve reliability.
On‑Call & Major Incident Support - Participate in the CX Digital Technology Support on‑call rotation as a responder for Priority 1 (Major Incident) events, following escalation and communication procedures.
- Support post‑incident reviews and corrective action tracking.
Required Qualifications - Tier 2 (or equivalent) support experience for enterprise business applications.
- Hands‑on experience with ServiceNow, Splunk, Postman, SQL.
- Strong troubleshooting skills across applications, integrations, and business processes.
- Clear communication with technical teams and business partners.
- Comfortable in a production‑support, interruption‑driven environment.
Preferred Qualifications - Familiarity with enterprise quoting/pricing platforms.
- Experience supporting integrations and API‑based workflows.
- Exposure to Salesforce, Order, or adjacent platforms.
- Experience with on‑call rotations and major incident response.
- Strong interest in building automation, scripting, or operational tooling.
Reporting & Team - Reports to the CX Digital Technology Support Manager.
- Works closely with the Enterprise Quote Product Owner, Enterprise Quote delivery teams, CX Digital Technology Support peers, and the Service Desk.
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