Service Reliability Engineer ChatNow Program

What You’ll Be Doing

• Monitor system health and performance metrics for the Chat Now chatbot platform
• Respond to and resolve support tickets and incidents within defined SLAs
• Perform root cause analysis and document incident reports
• Collaborate with development teams to eclipse and resolve complex issues
• Maintain and update operational runbooks and troubleshooting guides
• Participate in on‑call rotations and ensure high availability of the chatbot service
• Implement automation scripts to reduce manual intervention and improve response times
• Track and report on incident trends to inform reliability improvements

• Experience with Service Now or similar IT Service Management platforms for ticket management
• Strong understanding of ITIL processes, especially Incident and Problem Management
• Familiarity with monitoring tools
• Knowledge of cloud platforms (e.g., Azure, AWS) and containerization
• Excellent troubleshooting and communication skills in cross‑functional environments
• ITIL Foundation or Practitioner certification
• Experience supporting chatbot or AI/ML‑based platforms
• Strong analytical and problem‑solving skills

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• 2+ years of experience in IT operations, technical support, or service reliability
• Experience with incident management and ticketing systems (e.g., Service Now)

• Position located in Indianapolis, Indiana working in a hybrid model
• Availability to work flexible work hours is required. This team will support continuous operations and therefore, this role will require non‑standard work hours (11:30 AM — 7:30 PM ET), and some work on weekends and holidays. Appropriate adjustments in benefits will be provided for employees working non‑standard hours where applicable.
• Travel may be required periodically

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form ( ) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.