Technical Fellow, Advanced Packaging Integration

Role Overview

Join the Infrastructure and Operations team in the Bilingual Senior Specialist, ServiceNow ITSM (Incident Management) position. In this role, you provide senior level, hands‑on expertise to ensure the effective execution and continuous improvement of Incident Management and related IT Service Management (ITSM) processes.

Key Responsibilities

• Execute and support the full Incident and Major Incident Management lifecycle, including triage, prioritization, escalation, coordination, resolution, and closure.
• ServiceNow day‑to‑day activities:
  • Design, build, and optimize ServiceNow solutions end‑to‑end (Business Rules, Script Includes, Client Scripts, Catalog Items, UI Policies, Flows), ensuring scalability, maintainability, and alignment to ITSM/Incident Management process intent. Own day‑to‑day platform administration and operational support across environments (access controls, data fixes, configuration updates, requir...