Production Support Analyst II

Liquidity Services•Bethesda, AL

5d•Remote

About The Position

The Production Support Analyst for GovDeals and AllSurplus will be responsible for responding to user questions, ensuring stability, and availability for production applications and systems. This role investigates and resolves incidents, performs root cause analysis, and collaborates with development, infrastructure, and business teams to maintain reliable operations and minimize business disruption. The Production Support Analyst will serve as a primary point of contact for production issues and help drive continuous improvement efforts.

Requirements

Bachelor's degree in Computer Science, Information Systems, Information Technology, or related field, or equivalent work experience.
3+ years of experience in application support, production support, IT operations, or a related client support role.
Experience troubleshooting software applications in a production environment.
Experience with ticketing and incident management tools.
Understanding of system integrations, APIs, and batch processing.
Excellent analytical and problem-solving skills.
Significant experience with the LEAP/SAM is required
Solid understanding and working knowledge of Internet technologies and web-based software development
Base understanding and experience with functional testing and validation
Proficiency with TEAMS, Excel, Word, PowerPoint, OneDrive, and SharePoint
Experience with work item and defect tracking management systems (e.g., Visual Studio Online, Jira, Confluence, etc.)
Excellent verbal, written, and interpersonal communication skills
Problem resolution, root cause analysis, and process improvement skills
High integrity and accountability
Ability to work with a team to re-factor priorities
Strong attention to detail and a track record of producing quality work
Team player with strong work ethic and a quick learner
Diplomatic with strong negotiation and conflict resolution skills
Strongly believes in transparency and accountability
Self-motivated and able to perform without significant supervision.
Desire and motivation to ‘dig into’ applications and become a subject matter expert.

Responsibilities

Monitor production applications, services, and integrations.
Respond to and resolve non-code related production incidents
Troubleshoot application, database, integration, and system issues.
Coordinate incident response activities across technical teams.
Escalate critical issues and provide timely status updates to stakeholders.
Provide Application training to users as needed
Perform root cause analysis for recurring production issues.
Identify trends and recommend permanent corrective actions.
Create post-incident reports and document lessons learned.
Implement process improvements to reduce incidents and improve service reliability
Collaborate with development teams to investigate defects and deploy fixes.
Maintain application support documentation and runbooks.
Communicate issue status, risks, and resolutions to business and technology stakeholders.
Track incidents and service requests through ticketing systems.
Produce operational metrics and support reports.
Participate in change management and release management processes.