Dunhill Professional Search & Government Solutions · 1 week ago
Tier 2 Technical Support Operations Analyst
United States
Full-time
Remote
Mid Level
4+ years expDunhill Professional Search & Government Solutions is seeking a Tier 2 Technical Support Operations Analyst in support of the Justice-US COURTS program. The role involves planning, securing, debugging, deploying, and providing ongoing support for applications built on the Power Platform, while also ensuring effective troubleshooting and operational support for users.
ConsultingHuman ResourcesRecruitingStaffing Agency
No H1B
U.S. Citizen OnlyHiring Manager
Breanna Huber
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
Qualification
Required
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
Preferred
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
ITIL
Data Analysis / Excel
SQL Server Integration Services (SSIS)
T-SQL
MSFT SQL Server
Azure SQL Databases
Database Architecture
Extract, Transform and Load (ETL) data
Company
Dunhill Professional Search & Government Solutions
Dunhill Professional Search & Government Solutions is an executive search and management recruiting firm.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase