Platform Analyst

LayerCake Technologies•Atlanta, GA

About The Position

LayerCake is seeking a Platform Analyst to support accurate execution of internal platform operations. The role ensures systems are correctly configured, permissions are properly assigned, new customers are onboarded according to established standards, and internal platform health is maintained. Work is process-driven and requires precision, consistency, and thorough documentation. The role operates within established standards and procedures, with matters outside those guidelines escalated to the Platform & Security Supervisor or CTO. The Platform Analyst supports customer and user onboarding, account and license provisioning, permission management, platform configuration, scheduled health checks, compliance checks, ticket and request management, and operational documentation. The position maintains accurate records of platform state, license counts, user inventory, configuration logs, and completed work. It also identifies deviations, documentation gaps, and outdated runbooks for escalation. The work arrangement may be in-office, hybrid, or fully remote depending on regional team structure and business needs; in-office or hybrid arrangements are preferred where possible. The role follows standard business hours. A professional work environment with reliable high-speed internet for video conferencing, screen sharing, and continuous access to company systems is expected. Travel is not a primary function of the role. LayerCake is a managed services provider supporting manufacturing, logistics, and municipal organizations. The company describes a pod-based staffing model and a connected, collaborative culture, and says it invests in employee growth. Employees assigned to regulated client environments must hold and maintain required certifications; familiarity with CJIS Security Awareness Certification and CMMC is expected, and personal certification may be required depending on client engagement or escalation involvement.

Requirements

At least 2 years of experience in IT administration, help desk, or systems support roles.
Working knowledge of Microsoft 365 administration, including user management, licensing, and basic configuration.
Familiarity with Entra ID (Azure AD) user and group management.
Strong attention to detail and a process-first approach to technical work.
Ability to follow documented procedures precisely and escalate appropriately when work deviates from established procedures.
Clear written communication skills for ticket documentation and status updates.
Willingness to obtain and maintain required compliance certifications.
Ability to use hands to manipulate, handle, feel, and control items or equipment; talk and hear; and see, read, write, and interpret written documents.
Ability to occasionally lift and move objects weighing up to 25 pounds.
Reliable high-speed internet sufficient for video conferencing, screen sharing, and continuous access to company systems.

Nice To Haves

Experience in a managed service provider (MSP) environment, with exposure to multi-tenant platform management.
Familiarity with professional services automation (PSA) or ticketing platforms, such as ConnectWise Manage or equivalent.
Microsoft 365 Fundamentals (MS-900) certification or equivalent.
Experience with onboarding checklists and structured IT provisioning workflows.
Familiarity with CJIS Security Awareness Certification and Cybersecurity Maturity Model Certification (CMMC); personal certification may be required based on client engagement or escalation involvement.

Responsibilities

Execute new customer onboarding workflows across internal platforms according to established standards and checklists.
Provision and configure user accounts, licenses, and access in Microsoft 365, Entra ID, and associated tools.
Validate onboarding tasks for accuracy and completion before close-out.
Coordinate with Service Delivery and Sales teams to meet onboarding timelines.
Maintain accurate user permissions and role assignments across internal platforms in accordance with access control standards.
Process user lifecycle requests for new hires, transfers, and terminations using established joiner/mover/leaver procedures.
Perform routine platform configuration tasks using documented runbooks and standards, and validate accuracy after changes.
Perform scheduled platform health checks and configuration audits according to established procedures.
Identify and document deviations from configuration baselines and escalate findings to the Platform & Security Specialist.
Maintain accurate records of platform state, license counts, and user inventory.
Support access review processes by producing accurate user and permission reports on schedule.
Manage and resolve internal platform tickets within established SLA targets.
Triage incoming platform requests, resolve issues within the role's scope, and escalate out-of-scope requests.
Maintain clear ticket documentation, including steps taken, outcomes, and required follow-up.
Document completed work in the appropriate system of record and maintain platform inventory, license records, and configuration logs.
Identify documentation gaps or outdated runbooks and flag them to the Platform & Security Specialist.
Execute assigned work accurately and thoroughly, prioritizing accuracy over speed, and escalate promptly when requests fall outside established procedures or require additional judgment.
Ensure team members assigned to regulated client environments hold and maintain required certifications.
Comply with corporate policies and performance expectations, uphold organizational values, report suspected violations to the immediate supervisor, and treat clients, customers, and colleagues with respect and integrity.