Provide Incident Management (L1) and ServiceNow ticket support
Perform ad hoc research and data analysis
Conduct call listening and provide proactive tuning recommendations
Create and maintain documentation and procedure bulletins
Support UAT testing and production validation
Monitor KPIs and track the actual value of deployed change requests
Own test data acquisition requests and troubleshooting
Triage system issues, validate issues in test and production environments, and determine immediate solutions
Manage escalation procedures and communicate triage results to stakeholders
Track issues through the release cycle and support release management activities
Analyze audit results and recommend system and process improvements
Monitor reports and support system defect and enhancement prioritization

Intermediate Spanish (US) and fluency in English (bilingual required)
Entry-level experience with Excel and SQL
Ability to work during core business hours (9am–6pm ET or 10am–7pm ET; subject to change)
Ability to work in a fast-paced environment and manage multiple parallel tasks
Strong analytical and problem-solving skills
Ability to work both independently and in a team environment
Ability to learn quickly and adapt to changing business needs

This position comes with competitive compensation and benefits package:

Operational Support Analyst

Key skills