Teams at SpikeIT Global Solutions, Inc.

Leads ServiceNow platform configuration, development, administration, integrations, CMDB governance, workflow automation, and optimization. Owns core ITSM modules, designs secure REST/SOAP integrations, drives the platform roadmap, makes technical decisions, and mentors junior team members. Requires extensive ServiceNow development and administration experience, advanced JavaScript and platform expertise, strong ITIL knowledge, and leadership of platform initiatives.

Provide Level 1 and Level 2 desktop support onsite through phone, email, and remote tools. Troubleshoot hardware, software, network, and printer issues; manage tickets and assets; coordinate vendors; and deliver strong customer service. The role requires Tuesday-to-Saturday onsite availability, including certain holidays, as part of a 24/7 support team. Experience with Active Directory, Office 365, DHCP, DNS, LAN/WAN, and support systems is required.

Monitor and maintain network infrastructure using NMS (SolarWinds), respond to alerts and incidents, diagnose and troubleshoot routers/switches, create and track incident tickets, escalate to engineering, mentor L1/L2 analysts, follow NOC SOPs and runbooks, isolate NJ Transit network outages to minimize MTTR, and work alternate shifts as needed.