Tier 2 Technical Support Operations Analyst

Job Title

Carries out moderately complex information systems and/or information technology tasks within more than one discipline, such as application support, database administration, software quality assurance/quality control, software engineering, network telecommunications, and infrastructure operations of administration, analysis, engineering and design.

Responsibilities include:

• Planning, securing, debugging, deploying, and ongoing support of the applications built on the Power Platform.
• Understanding platform architecture, environment, developing & deploying the application, and dealing with day-to-day administration and ongoing technical support.
• Partnering 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.
• Adhering to the defined incident management, problem management, change management, release management, outage communications, and service requests procedures and utilizing ServiceNow.
• Developing Knowledge Based Articles (KBA) and educating Tier 1 as needed.
• Being available for on-call 24x7x365 ongoing application support.
• Supporting the onboarding of 8-10K end-users in waves of districts over a roughly 18-month period.
• Helping 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, triaging, researching, resolving (via SOP) or escalating tickets to Tier 3.
• Analyzing 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 aging.

Minimum Qualifications:

• Bachelor's Degree in Information Technology, Computer Science or a related field or equivalent relevant experience.
• 4-6 years of experience overall 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