System Support Analyst

Job Description: Responsibilities: As a System Support Analyst within the Magnol.Ai team, you will be responsible for ensuring the reliable, compliant, and effective operation of digital health software and data systems. This role blends service management discipline with hands-on technical support, requiring a proactive individual who can troubleshoot cloud-based systems, own service issues end-to-end, and coordinate across multiple internal and external teams to drive issues, changes, and deployments through full resolution. Candidate will support operational readiness across development, test, QA, and production environments, while maintaining compliance with regulatory and quality standards. The role requires strong technical aptitude, attention to detail, and the ability to collaborate effectively with software engineers, cloud providers, security teams, and enterprise service organizations. Key Responsibilities: Provide Tier 1 technical support for Magnol.Ai applications and supporting cloud infrastructure, including initial triage, investigation, and resolution of service issues. Own service issues end-to-end, coordinating with Tier 3 AWS Support, cloud vendors, and internal technology teams to ensure timely and effective resolution. Collaborate with the Magnol.Ai software development team and other organizations (via ServiceNow) to provision, configure, and support cloud resources across AWS and Azure environments (dev, test, QA, production), including: AWS RDS databases, S3 buckets, and Route 53 hosted zones Entra ID service accounts and access configurations Azure AI Foundry resources Application email accounts and integrations Monitor and complete CAPA (Corrective and Preventive Action) items, including: Access management and periodic access reviews Coordination of account secret rotations Create, maintain, and update validation documentation to ensure alignment with regulatory, quality, and audit requirements. Initiate, create, and manage service requests, incident records, problem records, and change requests using ServiceNow, ensuring accurate documentation, stakeholder communication, and resolution tracking. Support deployment and post-deployment activities, including environment readiness checks, validation support, and operational verification. Generate, analyze, and report on usage, incident, and change metrics to support service performance monitoring and continuous improvement. Use Jira to track operational and project-related tasks, ensuring requirements and work items are accurately captured and progressed. Develop and contribute to runbooks, SOPs, and operational documentation to improve service reliability, reduce recurring issues, and support team knowledge sharing. Collaborate with internal teams to support security, compliance, and continuous improvement initiatives across the Magnol.Ai platform. Qualifications: Experience in service management or operational support within regulated or enterprise environments. Hands-on experience providing Tier 1 technical support for cloud-based applications or platforms. Working knowledge of cloud technologies, with emphasis on AWS (e.g., RDS, S3, IAM, Route 53, CloudWatch); Azure experience is a strong plus. Understanding of cloud networking, identity and access management, and application deployment workflows. Familiarity with CAPA processes, access control, secret management, and change management practices. Experience using ServiceNow for incident, request, and change management. Proficiency with Jira or similar task and issue tracking tools. Strong issue ownership mindset with the ability to coordinate across multiple teams and vendors. Excellent communication skills and the ability to work independently and collaboratively across technical and operational teams. Detail-oriented, proactive, and capable of balancing hands-on technical work with documentation and compliance responsibilities. Nice to Have: AWS Certification (e.g., Cloud Practitioner, Solutions Architect, or equivalent). Working knowledge of Python or other scripting languages for troubleshooting, automation, or data analysis. Experience supporting or operating AI/ML-enabled applications, including cloud-based AI services. Familiarity with Infrastructure as Code tools (e.g., CloudFormation, Terraform). Experience with monitoring, logging, and observability tools in cloud environments. Prior experience supporting digital health, regulated software, or GxP systems.

Created: 2026-03-10