Join our team as a Technical Specialist focusing on App Development, where you will play a crucial role in ensuring seamless application support and administration. This position involves managing critical incidents, automating SaaS application management, and collaborating with cross-functional teams to meet client needs and contractual obligations.

You will be instrumental in maintaining optimal service delivery, aligning with service level agreements, and fostering strong relationships with internal and external stakeholders. A key aspect of this role is to uphold Synchrony's policies and procedures, contributing to a robust risk management framework.

Lead major incident management calls, coordinating support teams and providing executive updates. Automate the administration of the company's SaaS applications. Collaborate with engineering and support teams on client requirements for SLA reporting. Engage with and escalate issues to internal and vendor support teams as needed. Capture and document comprehensive incident information throughout its lifecycle. Utilize troubleshooting tools like ServiceNow reports and monitoring applications. Communicate SLA dashboards to clients and internal relationship management teams. Formally document technical support incidents using tracking tools such as ServiceNow. Partner with Sales and technology teams to assess incidents, identify root causes, and implement corrective actions. Create standard operating procedures and knowledge base articles for the support team. Manage day-to-day support for existing clients while integrating new partnerships. Foster strong working relationships with internal business functions like Sales, Product, and Engineering. Ensure compliance with all applicable Synchrony policies and procedures.

Experience in SAAS Application support, vendor management, and application integration. Proficiency with APIs, ITIL principles, Splunk, ServiceNow, and Agile methodologies. Ability to lead incident management, including coordination and communication. Skills in automating SaaS application administration. Experience collaborating with engineering and support teams on SLA reporting. Capability to engage and escalate with support teams and vendors. Proficiency in capturing and documenting incident details accurately. Familiarity with troubleshooting tools such as ServiceNow and monitoring applications. Experience communicating SLA dashboards and documenting support incidents. Ability to partner with Sales and technology teams to resolve issues. Strong understanding of service level agreements and client contracts. Skills in creating support documentation like SOPs and knowledge base articles. Experience managing concurrent support activities and new integrations. Ability to build and maintain relationships with various internal business functions. Commitment to compliance with company policies and procedures.