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Supervisor, Digital Solutions
Republic Services. Lead the Tier 2 support team for assigned digital platforms .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in ITSM frameworks and tools, particularly ServiceNow, while effectively leading a Tier 2 support team to enhance incident management practices and service delivery. Proven ability to analyze performance reports and foster relationships with stakeholders to drive operational improvements.
Highest-signal resume keywords
ITSM FrameworksServiceNowIncident ManagementPerformance ReportingProblem Identification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementRequest FulfillmentRoot Cause AnalysisService RestorationOperational ReadinessDevOps PipelinesCI/CDRelease ManagementPerformance ReportingAgile Project Management
Soft Skills
CoachingMotivating EmployeesEffective Decision-MakingCommunicationRelationship Building
Tools & Technologies
ServiceNowDigital PlatformsE-Commerce WebsitesThird-Party APIsOperational Dashboards
Industry Keywords
Incident ResolutionService DeliveryContinuous ImprovementOperational SupportVirtual Support Environment
Tech Stack
Tools & technologiesERPITSMServiceNow
About the role
Key responsibilities & impact- Lead the Tier 2 support team for assigned digital platforms
- Oversee complex incident resolution, application-specific service requests, and operational support
- Establish and improve incident management practices, including intake, triage, escalation, communication, resolution, and follow-up
- Monitor incident queues, service levels, and operational trends
- Identify recurring issues, risks, and service improvement opportunities
- Assist with complex escalations and coordinate troubleshooting across development, infrastructure, integration, CRM, ERP, and vendor teams
- Create and review operational reports
- Coach and onboard employees
- Keep technology owners and stakeholders informed of incident status, process changes, support expectations, and workflow improvements
- Support release readiness, operational transitions, and new-application hypercare
- Develop working relationships with business stakeholders, technology owners, and vendors
- Perform other job-related duties as assigned
Requirements
What you’ll need- Knowledge of ITSM frameworks and tools, such as ServiceNow
- Knowledge of service delivery, incident management, request fulfillment, escalation management, and continuous improvement
- Experience supporting enterprise applications, digital platforms, e-commerce websites, or systems with significant integrations and third-party APIs
- Experience creating and analyzing performance reports, service delivery dashboards, incident trends, and operational findings
- Knowledge of problem identification, root cause analysis, service restoration, post-incident improvement, and knowledge management practices
- Understanding of agile and traditional project management processes
- Ability to coach and motivate employees, reinforce process adoption, and make effective decisions on complex technical and operational issues
- Experience with platform reliability, operational readiness, support management, DevOps pipelines, CI/CD, or release management concepts
- 4 years of experience with ITSM processes and toolsets and supporting enterprise-level applications in a virtual support environment
- 2 years of experience with problem identification techniques and analyzing reports to support service delivery
- Candidates should be located within commuting distance of Phoenix, AZ
- Position is not sponsorship eligible
Benefits
Comp & perks- Comprehensive medical benefits coverage
- Dental plans
- Vision coverage
- Health care and dependent care spending accounts
- Short- and long-term disability
- Life insurance
- Accidental death & dismemberment insurance
- Employee and Family Assistance Program (EAP)
- Employee discount programs
- Retirement plan with a generous company match
- Employee Stock Purchase Plan (ESPP)
- Paid Time Off (PTO)