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This role supports Holley’s enterprise eCommerce web platform with a primary focus on responding to and resolving Halo/ITSM support tickets to keep SLA times within target. The Tier 1 contractor triages incoming tickets, troubleshoots and resolves website issues, and collaborates with the in-house engineering team to prevent recurrence and provide solutions. As a secondary responsibility, the contractor contributes to feature development, bug fixes, and platform enhancements as capacity allows, working within the team’s SAFe Agile delivery practices.
Tier 1 support - monitor, triage, and respond to incoming Halo/ITSM support tickets related to the eCommerce Web Platform, ensuring SLA response and resolution targets are consistently met.
Investigate, diagnose, and resolve front-end and back-end issues reported through Halo, escalating to senior engineers when scope or risk requires it.
Maintain accurate ticket records, document root causes and resolutions, and identify recurring issues for permanent fixes or process improvements.
Communicate ticket status, progress, and outcomes clearly to requesters and internal stakeholders during US Central business-hours.
Partner with IT and platform owners to track SLA performance and contribute to continuous improvement of support workflows.
Create Jira tickets for issues or enhancements that require formal SDLC work, ensuring requirements, context, and reproduction steps are captured for the development team.
Contribute to website development and enhancements on assigned features and bug fixes when support workload allows, meeting functional, performance, and quality expectations.
Maintain and enhance website architecture by implementing solutions aligned with established architectural patterns.
Implement responsive design principles to ensure the website functions seamlessly across various devices and browsers.
Develop server-side logic, manage database integrations, and ensure high performance and responsiveness to requests from the front end.
Participate in peer code reviews to validate code changes for quality, maintainability, and adherence to best practices.
Actively participate in change management practices in alignment with company policies.
Participate in SAFe Agile practices and ceremonies, including sprint planning, daily stand-ups, and retrospectives.
Collaborate with cross-functional teams to ensure continuous delivery and integration.
Contribute to continuous team delivery practices.
Bachelor’s degree in Computer Science, Information Technology, Web Development, Software Engineering, or a related field.
2+ years of experience delivering production-grade software in a team-based environment.
Hands-on experience working tickets in an ITSM platform (Halo ITSM, ServiceNow, Jira Service Management, Zendesk, or similar), including triage, prioritization, and resolution against defined SLAs.
Proven troubleshooting and root-cause analysis skills on web applications.
Strong communication and collaboration skills with English fluency (written and verbal).
Ability to overlap a full workday with US Central Time business hours.
Experience with front-end technologies such as HTML, CSS, and JavaScript.
Experience with back-end technologies such as PHP, Python, or Node.js.
Excellent problem-solving skills and attention to detail.
Familiarity with SEO best practices and web analytics tools.
Experience with eCommerce platforms is preferred.
Experience with Agile or SAFe Agile methodologies is a plus