Technical Support Operations Analyst - Tier 2

We are seeking a dedicated and skilled Tier 2 Technical Support Operations Analyst to join our team. In this role, you will play a vital part in planning, securing, debugging, deploying, and providing ongoing support for applications built on the Power Platform. Take charge of the planning, securing, debugging, deployment, and continuous support for applications on the Power Platform. Gain a comprehensive understanding of platform architecture and administration while managing day-to-day technical support and application deployment. Collaborate closely with the National Service Desk (NSD) Tier 1 team and other engineering and application development teams to address issues escalated to Tier 2. Follow established incident management, problem management, change management, release management, and service request procedures using ServiceNow. Develop Knowledge Base Articles (KBA) and provide training to Tier 1 staff as required. Be available for on-call support 24/7 throughout the year. Assist in onboarding 8,000 to 10,000 end-users across various districts over an 18-month span. Continuously improve application operations and infrastructure to ensure stable, secure, and high-performing systems for end-users. Monitor systems, triage issues, conduct research, resolve tickets (following Standard Operating Procedures), or escalate to Tier 3 when necessary. Analyze ticket types and categories to identify trends and opportunities for enhancements in applications, infrastructure, or SOPs and KBAs. Provide reporting on ServiceNow metrics related to ticket acknowledgment and resolution times. Minimum Qualifications: Bachelor's Degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience. 4-6 years in information technology, systems administration, or a related IT field. At least three (3) years of experience in application/infrastructure design, development, testing, or operations. A minimum of three (3) years of experience with MSFT Azure Dev Ops, MSFT Power Platform including Power Apps, Dataverse, Power BI, Snowflake, MSFT Visual Studio, MSFT SQL Management Studio, GitHub, and Agile Development Experience. Other Job-Specific Skills: Strong technical problem-solving skills in application coding, infrastructure, or automation. Excellent communication skills, both written and verbal. Ability to effectively coordinate and track tasks across technical and functional teams. Familiarity with ServiceNow ITSM is a plus. Knowledge of ITIL practices is desirable. Proficiency in data analysis and Excel. Experience with SQL Server Integration Services (SSIS) and T-SQL. Knowledge of MSFT SQL Server and Azure SQL Databases. Understanding of database architecture and ETL processes. Compensation Ranges: The compensation for positions at ASM Research varies depending on multiple factors including location, skill set, education, certifications, client requirements, and years of experience. The range for this role is approximately $87,000 to $115,000, with additional benefits and compensation included. EEO Requirements: ASM is committed to equal employment opportunities and does not discriminate based on race, color, religion, sex, disability, age, or other characteristics. Our recruitment, hiring, training, and promotion practices are designed to uphold these policies. Physical Requirements: The physical requirements for this position are typical of an office environment. Reasonable accommodations may be made for qualified individuals with disabilities to enable them to perform primary job functions. Disclaimer: This job description provides a general overview of the role and responsibilities. It is not intended to be an exhaustive list of all duties and qualifications associated with the position.

Created: 2026-03-10