Acrisure · 4 hours ago
IT Support Analyst
100 East Main Street - OKLAHOMA CITY, OK
Full-time
Onsite
Mid LevelAuris is a payroll and HR partner for small and medium-sized businesses, acquired by Acrisure in 2025. The IT Support Analyst role is responsible for managing escalated incidents related to Payroll/HCM issues, performing troubleshooting, and ensuring timely resolution while maintaining clear communication with stakeholders.
Financial ServicesInsuranceInsurTech
Responsibilities
Respond promptly and effectively to issues escalated from the Operations teams, delivering high-quality support over the phone, online chat, or email
Manage Salesforce incident tickets volume with clear notes, robust detail, and timely status updates
Escalate issues to L3 Support as needed and open Jira 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
Provide clear and timely incident communications to the enterprise through email updates and status dashboards
Facilitate Post-Incident Review meetings with Engineering, Development, and Architecture to determine root cause of issues
Document and drive completion of improvement action items identified through the post-incident review process
Assist with specified L2 Support projects. Seeks direction from Senior Analysts for relevant tasks and associated deliverables as required
Provide support and execution of incident processes and related workflows
Provide support for tools and platforms required to troubleshoot and track issue resolution
Deliver weekly updates to team on outstanding issues, risks, and ongoing initiatives
Document, review and maintain RunBooks needed for Operations or NOC to resolve issues
Develop and maintain a Knowledge Base containing best practices, troubleshooting guides, workarounds and documented solutions
Solicit feedback from Operations, Engineering, and other stakeholders to identify process gaps and improve support workflows
Build and maintain collaborative relationships with cross-functional teams to resolve issues and enhance platform stability and performance
Monitor and track metrics related to incident volume, resolution times and trends to identify improvement opportunities
Participate in a 24x7 on-call rotation to provide after-hours support for critical incidents
Qualification
Required
Demonstrated success in a Level 1 Operations support role for Payroll or HCM systems
Confident with helping others navigate through solutions and serving as the primary point of contact to provide solutions or guidance
Strong troubleshooting skills with excellent attention to detail
Ability to clearly summarize complex technical issues and articulate user impact and scope
Confident in taking command and control of incident resolution efforts, including managing triage calls, documenting progress, and communicating status updates through various channels
Calm, 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 Operations, Engineering, and stakeholders
Willing to challenge self and others to achieve outcomes and improve existing processes
A collaborative, service‑oriented mindset with integrity, accountability, and professionalism is essential
Exhibit a positive, professional, and service-focused demeanor
Ability to multitask, prioritize workload and adaptable with the ability to work both independently and as part of team
Demonstrate a commitment to continuous learning, coaching, and professional development
Windows / Mac / Mobile (iOS / Android)
Salesforce case management
Excellent written and verbal communication skills
Preferred
Servicenow ITSM
Datadog / Azure monitoring
Jira / Azure DevOps
Microsoft CoPilot
Basic scripting, automation
Basic code analysis
Benefits
Comprehensive medical insurance, dental insurance, and vision insurance
Life and disability insurance
Fertility benefits
Wellness resources
Paid sick time
Generous paid time off and holidays
Employee Assistance Program (EAP)
A complimentary Calm app subscription
Immediate vesting in a 401(k) plan
Health Savings Account (HSA) and Flexible Spending Account (FSA) options
Commuter benefits
Employee discount programs
Paid maternity leave and paid paternity leave (including for adoptive parents)
Legal plan options
Pet insurance coverage
Company
Acrisure
Acrisure offers financial services solutions for insurance, reinsurance, real estate, cyber services, and asset and wealth management.
Founded in 2005
10001+ employees
H1B Sponsorship
Acrisure has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2022 (2)
Funding
Current Stage
Late StageTotal Funding
$11.37BKey Investors
Bain Capital Special SituationsAbu Dhabi Investment AuthorityBDT & MSD Partners
2025-06-06Debt Financing· $550M
2025-05-20Private Equity· $2.1B
2024-06-05Debt Financing· $1.6B
Leadership Team
Greg Williams
Co-Founder, Chairman & CEO
Mark Wassersug
Chief Technology Officer
Recent News
Beinsure - Insurance, Reinsurance, InsurTech Insights
2026-01-14
2025-12-08
Company data provided by crunchbase