Field Specialist I, Advanced Product Technical Support

This role is responsible for ensuring the stability, reliability, and performance of production systems through effective incident and event management. The position serves as a central coordination point during outages, managing incidents end-to-end, driving timely communication, and ensuring accurate documentation within ServiceNow.

The role includes proactive monitoring of systems and infrastructure, troubleshooting issues across hybrid environments, and coordinating with cross-functional teams and external partners to resolve incidents efficiently. Responsibilities also include supporting production operations, maintenance activities, and change/release processes with minimal disruption.

A strong focus is placed on operational excellence, continuous improvement, and automation to reduce manual effort and enhance efficiency. Success in this role requires clear communication, proactive ownership, sound judgment in escalation, and the ability to collaborate effectively across shifts in a 24/7 environment.

Incident & Event Management

• Monitor alerts and respond within defined SLAs (e.g., 5-minute response target)

• Assign initial priority, initiate bridge calls, and issue timely incident communications

• Act as the primary point of coordination during production incidents and outages

• Manage incidents and service requests through ServiceNow

• Ensure proper documentation, updates, and resolution of incidents and changes

Monitoring & Operational Support

• Monitor health and performance of systems, applications, and networks

• Identify, troubleshoot, and escalate issues across multiple environments

• Perform active operational checks including data center walkthroughs and system validation

• Provide support for scheduled production activities

Escalation & Cross-Team Coordination

• Engage and coordinate with internal engineering teams, cloud vendors, and internal/external partners

• Escalate issues appropriately using sound judgment and defined procedures

• Coordinate weekend maintenance activities and communicate impacts effectively

Environment & Infrastructure Support

• Support physical infrastructure in data center environment

• Assist in maintaining production stability across hybrid (on-prem and cloud) platforms

• Participate in change and release activities, ensuring minimal disruption

Continuous Improvement & Automation

• Identify opportunities to reduce manual effort (toil) through process improvement and automation

• Contribute to operational efficiency initiatives

• Leverage internal knowledge bases and documentation to enhance team capability

Team Collaboration & Communication

• Provide clear, timely communication during incidents and operational events

• Collaborate across shifts to ensure seamless handoffs and issue continuity

• Maintain accurate documentation and knowledge sharing, Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. Related Jobs Transaction Management Analyst CBRE Atlanta, GA*On-Site Brokerage Mathematics Negotiation Real Estate Data Analysis Customer Service Microsoft Office Quality Assurance Financial Analysis Telecommunications Capital Expenditure Organizational Skills Intellectual Curiosity Real Estate Transactions Business Transaction Management Key Performance Indicators (KPIs) +0

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Top Skills Details

service now,incident monitoring,Network monitoring,Service management,azure,monitoring tools,Network operations center

Additional Skills & Qualifications

Nice To Have

-Higher Education: Associates or Bachelors in Computer Science or IT related degrees

-Certifications: Service Now Cert Admin, Network Support Specialist Cert

Software/Systems Experience/Tools Used:

-Linux

-Windows

-Monitoring Tools: Azure, Nagios, Cloud Flare, Uptrends - do not need to be experts in this, but some exposure would be great, they receive email incident tickets from these systems to then cascade out to the necessary parties

Core Expectations (Behavioral Competencies)

• Proactive Ownership: Takes initiative to identify and resolve issues without waiting for direction

• Continuous Learning: Actively develops knowledge through documentation, questions, and hands-on experience

• Dependability: Demonstrates punctuality, reliability, and accountability in a 24/7 environment

• Client Focus: Prioritizes service impact and customer experience in all actions

• Operational Excellence: Maintains discipline in following processes while improving them, Customer Service Sales Management Health Economics Telephone Skills Business Planning Product Knowledge Sales Forecasting Growth Mindedness Account Management Advanced Analytics Contingent Workforce Packaging And Labeling Valid Driver’s License Relationship Management Client Needs Assessment Sales Pipeline Management Integrated Delivery Systems Ethical Standards And Conduct Customer Relationship Management, Typing Wrenches Debugging Voicemail CompTIA A+ Hand Tools Shift Work Electronics Screwdrivers Communication Self-Motivation Professionalism Change Requests Product Support Customer Service CompTIA Network+ Diagnostic Tools Electromechanics Technical Support Fine Motor Skills Database Software Office Automation Peripheral Devices Technical Services Electrical Diagrams Laboratory Equipment Escalation Procedures Preventive Maintenance Call Center Experience Technical Documentation Administrative Functions Microsoft Certified Professional Troubleshooting (Problem Solving) Certified Nursing Assistant (CNA) Microsoft Certified Systems Engineer HDI Customer Service Representative (HDI-CSR) Occupational Safety and Health Administration (OSHA) CompTIA Certified Document Imaging Architect (CDIA+) +0

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company., We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.