IT Support Analyst

Acrisure • Oklahoma City, OK

1d • Onsite

About The Position

Intermediate-level support role responsible for driving timely resolution of incidents escalated from the L1 Operations team for Payroll / HCM issues. This position manages support case volume, performs in-depth troubleshooting to drive solutions within defined SLAs, coordinates triage calls and escalations, and delivers clear incident communications to internal stakeholders. The role also leads post-incident reviews to determine root cause of issues and define improvement action items as part of the Problem Management process. Additional responsibilities include assisting with defining, configuring, and interpreting application health through observability platforms (monitoring) to ensure the stability and availability of QA and Production environments.

Requirements

• 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.

Nice To Haves

• Servicenow ITSM
• Datadog / Azure monitoring
• Jira / Azure DevOps
• Microsoft CoPilot
• Basic scripting, automation
• Basic code analysis

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.

Benefits

• Competitive compensation
• Comprehensive benefits package
• Collaborative, mission-driven culture with high visibility and impact
• Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.
• Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.
• Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.
• Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed