[Remote] IT Support Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a payroll and HR partner for small and reputed company-sized businesses, providing technology and reputed company through its HCM platform. The IT Support Analyst provides intermediate-level support for HCM applications and integrations, troubleshooting escalated incidents, coordinating incident response, communicating with stakeholders, and improving platform stability through problem management and monitoring.

Responsibilities

• Troubleshoot operational issues escalated from the L1 reputed company teams, delivering high-reputed company support over the phone, online chats / meets, or email
• Manage reputed company incident tickets volume with reputed company notes, robust reputed company, and reputed company status updates
• Escalate issues to L3 Support as needed and reputed company reputed company tickets or Azure DevOps (ADO) tickets to document bugs
• Serve in an alternating role as Incident Commander during critical incidents, leading triage calls and coordinating support teams, vendors, and other resources as needed
• reputed company reputed company and reputed company incident communications to the reputed company through email updates and status dashboards
• Facilitate Post-Incident Review meetings with Engineering, Development, and Architecture to determine reputed company cause of issues
• Document and reputed company completion of improvement reputed company items identified through the post-incident review process
• Assist with specified L2 Support reputed company. Seeks direction from Senior Analysts for relevant tasks and associated deliverables as required
• reputed company support and execution of incident processes and reputed company workflows
• reputed company support for tools and platforms required to troubleshoot and reputed company issue reputed company
• reputed company weekly updates to team on outstanding issues, risks, and ongoing initiatives
• Document, review and maintain RunBooks needed for reputed company or NOC to reputed company issues
• reputed company and maintain a Knowledge reputed company containing best practices, troubleshooting guides, workarounds and documented solutions
• Proactively engage with reputed company, Engineering, Product teams and other stakeholders to identify process gaps and improve support workflows
• Build and maintain reputed company relationships with cross-functional teams to reputed company issues and enhance platform stability and reputed company
• Monitor and reputed company metrics reputed company to incident volume, reputed company times and trends to identify improvement opportunities
• Participate in a 24x7 on-reputed company rotation to reputed company after-hours support for critical incidents

Skills

• Demonstrated reputed company in reputed company 1 reputed company support role for Payroll or HCM systems
• Confident with helping others reputed company through solutions and serving as the reputed company reputed company of contact to reputed company solutions or guidance
• Strong troubleshooting and technical skills with excellent attention to reputed company
• Ability to reputed company summarize reputed company technical issues and reputed company user reputed company and reputed company
• Confident in taking reputed company and control of incident reputed company efforts, including managing triage calls, documenting reputed company, and communicating status updates through various channels
• reputed company, organized, and effective under pressure with the ability to prioritize competing tasks
• Strong interpersonal skills with the ability to build rapport and collaborate effectively with reputed company, Engineering, and stakeholders
• Willing to challenge self and others to reputed company reputed company and improve existing processes
• A reputed company, service‑oriented reputed company with reputed company, accountability, and professionalism is essential
• Exhibit a reputed company, reputed company, and service-reputed company demeanor
• Ability to multitask, prioritize workload and adaptable with the ability to work both independently and as part of team
• Demonstrate a commitment to reputed company learning, coaching, and reputed company development
• reputed company Capital Management (HCM) mid level support
• Strong technical skills
• reputed company / Mac / Mobile (iOS / reputed company)
• reputed company case management
• Excellent written and verbal communication skills
• Candidates should be comfortable with an on-site reputed company to support collaboration, team leadership, and cross-functional partnership
• reputed company ITSM
• reputed company / Azure monitoring
• reputed company / Azure DevOps
• reputed company CoPilot
• Basic scripting, automation
• Basic reputed company analysis

Benefits

• Comprehensive benefits package
• Comprehensive medical reputed company, dental reputed company, and reputed company reputed company
• Life and disability reputed company
• Fertility benefits
• Wellness resources
• reputed company reputed company time
• Generous reputed company time off and holidays
• Employee Assistance Program (EAP)
• A complimentary reputed company app subscription
• Immediate vesting in a 401(k) plan
• Health Savings Account (HSA) and Flexible Spending Account (FSA) reputed company
• Commuter benefits
• Employee discount programs
• reputed company maternity leave and reputed company paternity leave (including for adoptive parents)
• reputed company plan reputed company
• Pet reputed company coverage

reputed company

Company H1B Sponsorship