IT Production Support Analyst

Parsons Corporation

1d•$22 - $38

About The Position

Parsons is seeking an IT Production Support Analyst. In this role, you will help provide internal tech support, help manage deployments, assist with Jira administration, write basic to advanced SQL queries for ad hoc reporting, and support communications for incidents and changes. Our environment is primarily AWS-based with some on-prem datacenter footprint, using MySQL/Aurora and Oracle databases. Due to the geographical location of the teams you'll be supporting, candidates located in the US Mountain or Pacific time zones are preferred.

Requirements

1–2 years of experience in Production Support, Application Support, IT Support, or a similar technical support role (internships and co-op experience welcome).
Experience with SQL (e.g., writing queries with joins, filters, and aggregates).
Exposure to AWS concepts (e.g., EC2, RDS, CloudWatch) or other major cloud providers.
Experience using a ticketing or work-tracking tool (e.g., Jira, ServiceNow, Zendesk, etc.).
Strong troubleshooting mindset and curiosity about how systems work end to end.
Clear written and verbal communication skills, especially when explaining issues to non-technical users.
Customer-service oriented; comfortable supporting internal users.
Detail-oriented and organized; able to manage multiple tickets and tasks.
Willing to learn, ask questions, and seek guidance when needed.
Calm under pressure, especially during incidents or tight timelines.
Collaborative, with a desire to work closely with support, operations, and development teams.

Nice To Haves

Basic scripting skills (e.g., Bash, PowerShell, or Python) for simple automation or tooling.
Understanding of basic ITIL concepts (incident, request, change, and problem management).

Responsibilities

Provide Tier 2 support to internal users for production applications and tools.
Troubleshoot and triage user, application, and access issues; escalate to senior team members or developers when needed.
Log, track, and update incidents and requests in Jira.
Contribute to documentation and knowledge base articles for common issues and fixes.
Assist in planning and executing application deployments and configuration changes in coordination with senior team members.
Follow deployment runbooks/checklists and help verify successful releases.
Support basic post-deployment validation and help identify issues that may require rollback or hotfixes.
Help maintain Jira projects, boards, workflows, and fields under guidance from more senior admins.
Create and update filters, dashboards, and simple reports for internal teams.
Ensure tickets are properly categorized, assigned, and kept up to date.
Write basic to advanced SQL queries against MySQL/Aurora and Oracle databases to support ad hoc reporting and data lookups
Work with business stakeholders to clarify reporting needs and ensure data accuracy.
Document commonly used queries and reports for reuse.
Draft and send clear, concise communications for incidents, planned maintenance, and deployments, using existing templates.
Maintain and update email distribution lists and communication channels.
Support incident communication (status updates, resolution notices, post-incident summaries) in partnership with senior team members.