Technical Support Operations Analyst - Tier 2

Join our dedicated team as a Tier 2 Technical Support Operations Analyst, where you will play a crucial role in the planning, securing, debugging, deploying, and supporting of applications built on the Power Platform. Oversee the complete life cycle of application management on the Power Platform, ensuring robust performance and security. Gain a deep understanding of platform architecture and administration, providing effective technical support and enhancing user experience. Collaborate with the National Service Desk (NSD) Tier 1 team and partner with infrastructure engineering and application development teams to resolve escalated issues efficiently. Implement best practices for incident management, problem management, change management, and release management while utilizing ServiceNow for tracking and reporting. Create and maintain Knowledge Based Articles (KBAs) to assist Tier 1 support personnel in troubleshooting. Be ready for on-call support, available 24/7 throughout the year to maintain application availability. Assist in the onboarding of approximately 8-10K end-users in phases across various districts over an 18-month timeframe. Contribute to continual improvement efforts to ensure the applications and infrastructure operate smoothly while delivering superior support to end-users. Monitor system performance, triage support requests, and resolve or escalate issues as needed. Analyze support ticket data to identify trends and recommend enhancements for applications, infrastructure, and operational procedures. Prepare metrics reporting on ServiceNow ticket acknowledgements and resolution times for performance evaluation. Minimum Qualifications Bachelor's Degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience. 4-6 years of experience in information technology, systems administration, or related fields. At least three (3) years of experience in application/infrastructure design, development, testing, or operations. Proficient with MSFT Azure Dev Ops, MSFT Power Platform, including Power Apps, Dataverse, Power BI, and Snowflake, as well as MSFT Visual Studio, MSFT SQL Management Studio, GitHub, and Agile Development methodologies. Other Job Specific Skills Strong technical problem-solving skills applicable to application coding, infrastructure, or automation. Excellent communication skills, both written and verbal. Ability to coordinate and track activities across technical and functional teams effectively. Familiarity with ServiceNow ITSM and ITIL practices is a plus. Proficient in data analysis and Excel. Experience with SQL Server Integration Services (SSIS), T-SQL, MSFT SQL Server, Azure SQL Databases, and Database Architecture. Knowledge of Extract, Transform and Load (ETL) processes. Compensation Ranges Compensation for this role varies based on several factors, including location, skill set, educational background, certifications, client requirements, and years of experience. The range for this position is typically between $87,000 and $115,000. EEO Requirements ASM is committed to equal employment opportunities and does not discriminate based on race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation, or national origin. Recruitment, hiring, training, and promotions are conducted without bias. Physical Requirements The physical requirements necessary to perform the primary functions of this role must be met. Reasonable accommodations may be made for individuals with qualifying disabilities who are otherwise qualified. Disclaimer This job description outlines the general nature and level of work expected from this position. It is not an exhaustive list of all duties, responsibilities, and qualifications required.

Created: 2026-03-04