Incident, Request & Queue Management: Manage Level 1 and Level 2 incidents, service requests, problems, and escalations in ServiceNow from intake through closure, including prioritization, documentation, ownership, user updates, and SLA adherence. · Integration Support: Monitor and help troubleshoot application and data-flow issues across Mediaocean, integrations, NetSuite interfaces, Edenred / IPS workflows, and related reporting or financial processes; route functional and technical issues to the correct owner.