IT Support Analyst
Core
Intermediate-level support for Human Capital Management (HCM) applications and integrations, driving timely resolution of escalated incidents and ensuring system stability.
Role type
Intermediate L2/L3 IT Support Analyst (HCM)
Builds
Stable HCM application environments and incident resolution workflows
Domain
HR Technology / Payroll Systems
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
HCM mid-level support, Salesforce case management, Windows/Mac/Mobile troubleshooting, incident command, post-incident review facilitation
Preferred skills
Servicenow ITSM, Datadog/Azure monitoring, Jira/Azure DevOps, basic scripting, automation, code analysis
Technologies
Salesforce, Jira, Azure DevOps, Datadog, Azure, Windows, Mac, iOS, Android
Responsibilities
Troubleshoot escalated operational issues via phone/chat/email; Manage Salesforce incident tickets; Escalate bugs to L3 via Jira/Azure DevOps; Lead triage calls as Incident Commander; Facilitate post-incident reviews; Monitor observability platforms for environment health; Maintain RunBooks and Knowledge Base; Track incident metrics and trends.
Seniority
Intermediate, hands-on IC
