Senior Specialist - Software Engineering

Role Summary

The API Partnership Channel Service Lead will own ServiceNow ticket management, incident triage, SLA tracking, and reporting for API-driven partner channel services. This role will build the support and ITIL operating structure from the ground up, bringing discipline, ownership, and visibility to ticket intake, triage, prioritization, escalation, dependency tracking, and closure.

Key Responsibilities

• Own and manage ServiceNow SNOW tickets for incidents, defects, service requests, and operational issues.
• Establish a structured support model for intake, triage, prioritization, assignment, escalation, and resolution.
• Track tickets against SLAs and drive timely follow-up and escalation.
• Build visibility into total tickets, active resolution tickets, aging tickets, SLA risks, dependency-owned tickets, and closed/reopened trends.
• Triage API Java integration partner transaction and downstream dependency issues.
• Collaborate closely with Product Engineering, Architecture, QA, Operations, Vendors, and dependency teams to resolve issues.
• Identify recurring issues, root cause patterns, process gaps, and monitoring gaps.
• Feed recurring issues into Product and Engineering backlog discussions.
• Create runbooks, SOPs, escalation paths, triage playbooks, and support documentation.
• Support future AI-based triaging automation for ticket classification, routing, prioritization, and resolution recommendations.

Required Skills

• Strong ServiceNow SNOW ticket queue SLA and reporting experience.
• Good understanding of ITIL processes, incident, problem, change request, and escalation management.
• Strong triage and prioritization skills.
• Strong understanding of APIs, interfaces, integrations, data flows, and partner connectivity.
• Good understanding of Java-based applications and services.
• Ability to analyze logs, API errors, transaction failures, and recurring issue patterns.
• Strong coordination skills across Product Engineering, Operations, Vendors, and dependency teams.
• Strong ownership, communication, and documentation skills.
• Strong follow-through.

Preferred Skills

• Experience supporting API platforms, partner integrations, B2B, B2C, or digital channels.
• Familiarity with REST APIs, JSON, HTTP status codes, authentication, API gateways, monitoring, and logging tools.
• Travel, mobility, rental, ecommerce, or digital distribution experience.
• Understanding of OTAs, NDC partner channels, and travel distribution.
• Exposure to AI-based service management, AIOps, or automated ticket triage.
• ITIL certification.

Success Measures

• A clear support model established and adopted.
• Tickets triaged, prioritized, assigned, tracked, and closed within SLA.
• Stakeholders have visibility into ticket volume, aging, SLA risks, and dependency status.
• Noise reduced and true priority issues identified faster.
• Recurring issues identified and fed into problem management or backlog prioritization.
• The team prepared for future AI-based triaging automation.

Benefits/Perks

• Comprehensive Medical Plan.
• Short Term and Long-Term Disability Coverage.
• 401(k) Plan with Company match.
• Life Insurance.
• Vacation Time, Sick Leave, Paid Holidays.
• Paid Paternity and Maternity Leave.