Tier 2 Technical Support Analyst

Join our dynamic team as a Tier 2 Technical Support Analyst, where you will be instrumental in planning, debugging, deploying, and supporting applications developed on the Power Platform. Your expertise will significantly enhance user experience and application performance. Oversee the complete lifecycle of application management on the Power Platform, ensuring optimal performance and security. Develop an in-depth understanding of platform architecture and administration to provide effective technical support. Collaborate closely with the National Service Desk (NSD) Tier 1 team, alongside infrastructure engineering and application development teams, to swiftly resolve escalated issues. Implement best practices in incident management, problem management, change management, and release management, utilizing ServiceNow for efficient tracking and reporting. Create and maintain Knowledge-Based Articles (KBAs) to empower Tier 1 support staff in troubleshooting effectively. Be prepared for on-call support, available 24/7, ensuring uninterrupted application availability. Assist in onboarding approximately 8-10K end-users across various districts over an 18-month period. Contribute to continuous improvement efforts, ensuring smooth operation of applications and infrastructure while delivering exceptional support. Monitor system performance, triage support requests, and resolve or escalate issues as necessary. Analyze support ticket data to identify trends and propose enhancements for applications and operational procedures. Prepare metrics reports on ServiceNow ticket acknowledgments and resolution times to evaluate performance. 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 tools like MSFT Visual Studio, MSFT SQL Management Studio, GitHub, and Agile Development methodologies. Other Job Specific Skills Strong technical problem-solving skills related to application coding, infrastructure, or automation. Excellent written and verbal communication skills. Ability to efficiently coordinate and track activities across technical and functional teams. 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 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: 2026-03-06