Tier 2 Technical Support Operations Analyst

ASM Research

61d

About The Position

The Tier 2 Technical Support Operations Analyst will be responsible for planning, securing, debugging, deploying, and ongoing support of the applications built on the Power Platform. Planning, securing, debugging, deploying, and ongoing support of the applications built on the Power Platform. Understand platform architecture, environment, develop & deploy the application, and deal with day-to-day administration and ongoing technical support. Partner with the National Service Desk (NSD) Tier 1 team and personnel on other infrastructure engineering and application development teams to work on issues escalated to Tier 2. Adhere to the defined incident management, problem management, change management, release management, outage communications, and service requests procedures and utilize ServiceNow. Develop Knowledge Based Articles (KBA) and educate Tier 1 as needed. Be available for on-call 24x7x365 ongoing application support. Support the onboarding of 8-10K end-users in waves of districts over a roughly 18-month period. Help continuously improve the day-to-day operations of the applications and infrastructure, ensuring that end-users are adequately supported and that the overall system is stable, secure, and performs well. System Monitoring, triage, research, resolution (via SOP) or escalations of tickets to Tier 3. Analysis of ticket types and categories to identify trends and needed improvements within the applications, infrastructure, or SOPs and KBAs. ServiceNow metrics reporting on ticket acknowledgements, resolution times and

Requirements

Bachelor’s Degree in Information Technology, Computer Science or a related field or equivalent relevant experience.
4-6 years of experience in information technology, systems administration or other IT related field.
Minimum of three (3) years of experience in application / infrastructure design, development, testing, or operations.
Minimum of three (3) years of experience with MSFT Azure Dev Ops, MSFT Power Platform, Power Apps, Dataverse, Power BI, Snowflake, MSFT Visual Studio, MSFT SQL Management Studio, GitHub and Agile Development Experience is desired.

Nice To Haves

Technical problem solving and implementer skills in application coding, infrastructure, or automation.
Effective communications (written and spoken).
Coordinates and tracks well across AFS and client technical and functional teams.
ServiceNow ITSM (desired not required).
ITIL (desired not required).
Data Analysis / Excel.
SQL Server Integration Services (SSIS).
T-SQL
MSFT SQL Server
Azure SQL Databases
Database Architecture
Extract, Transform and Load (ETL) data

Responsibilities

Planning, securing, debugging, deploying, and ongoing support of the applications built on the Power Platform.
Understand platform architecture, environment, develop & deploy the application, and deal with day-to-day administration and ongoing technical support.
Partner with the National Service Desk (NSD) Tier 1 team and personnel on other infrastructure engineering and application development teams to work on issues escalated to Tier 2.
Adhere to the defined incident management, problem management, change management, release management, outage communications, and service requests procedures and utilize ServiceNow.
Develop Knowledge Based Articles (KBA) and educate Tier 1 as needed.
Be available for on-call 24x7x365 ongoing application support.
Support the onboarding of 8-10K end-users in waves of districts over a roughly 18-month period.
Help continuously improve the day-to-day operations of the applications and infrastructure, ensuring that end-users are adequately supported and that the overall system is stable, secure, and performs well.
System Monitoring, triage, research, resolution (via SOP) or escalations of tickets to Tier 3.
Analysis of ticket types and categories to identify trends and needed improvements within the applications, infrastructure, or SOPs and KBAs.
ServiceNow metrics reporting on ticket acknowledgements, resolution times