Tier 2 Technical Support Operations Analyst

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

Minimum Qualifications

• 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.

Other Job Specific Skills

• 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

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$87k - $115k

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.