L1: Work the SDLC service-request queue: Jira, JSM and Confluence access and permission requests, qTest project access and token issues, TestGrid device activation and access, LRES help, scrum-team and board updates, sprint closure. L2: Handle escalations and root cause: workflow and status changes, schema and field fixes, Forge app and plugin defects, integration and gateway issues, blocked external-vendor accounts, defect-linking failures.