• Support ServiceNow-based application operations, incident analysis, request fulfillment, and enhancement documentation. • Respond to reported application incidents, performing investigation, troubleshooting, and providing effective customer-facing resolutions. • Identify root causes of reported issues and document defects within the ServiceNow ITSM environment to support long-term corrective action. • Escalate complex or recurring application issues to Tier 2 development or engineering teams as required. • Serve as the initial point of contact for application-related support requests; log, track, and update all tickets within ServiceNow. • Fulfill user requests such as access provisioning, permission changes, and application usage guidance within ServiceNow. • Communicate with users to guide them through system workflows and provide follow-up communication to ensure full resolution and customer satisfaction. • Analyze customer needs to elaborate, refine, and document enhancement requests within ServiceNow as Enhancement Records. • Participate in Agile user story grooming sessions to help convert enhancement requests into documented requirements suitable for development. • When qualified, implement approved configuration changes or minor updates to the ServiceNow platform in coordination with senior development staff.

• Build and maintain EventXL show applications(staff/web/self). • Review team members workload on regular basis to determine any actions needed. • Perform workload distribution during pto/peak periods. • Review & update show budgets on regular basis. • Support operations with specific AD work requests/questions in an effort to steer towards standard implementation and best practices.

• Develop and refine prompts to guide AI behavior in engineering-specific scenarios • Evaluate model-generated responses for technical correctness, applied reasoning, completeness, and practical relevance • Fact-check technical claims using authoritative public sources and domain expertise • Annotate outputs by identifying conceptual gaps, flawed assumptions, and factual inaccuracies • Assess clarity, structure, and appropriateness of explanations for various audiences • Ensure responses align with expected conversational standards and system-level guidelines • Apply structured evaluation frameworks, taxonomies, and benchmarking standards consistently

• Lead, mentor, and manage 2+ engineering teams, ensuring high morale, strong execution, and technical excellence • Drive the velocity of feature development while maintaining quality, reliability, and performance in your ownership area • Oversee hiring, onboarding, and professional development for your teams • Balance operational urgency handling incidents and driving resolution with long-term technical strategy • Foster a culture of accountability, continuous improvement, and innovation • Collaborate cross-functionally with Product, Design, and other stakeholders to deliver on company priorities • Identify and remove obstacles to team success, ensuring healthy, autonomous teams that require minimal oversight • Champion ClickUp’s mission to unify productivity tools and shape the future of work