Global Support Analyst II

Role Overview

• Plan and execute small-scale software upgrades for hosted customer environments (BarTender, minor WA/WMS patches, configuration improvements), coordinating schedules with Cloud Operations and customers
• Validate pre-upgrade readiness and post-upgrade functionality using documented checklists and basic technical verification
• Lead mini-projects that require coordination between Support, Cloud Operations, Product Engineering, QA, Security, and Enterprise Data teams
• Interface with upstream data teams when data changes risk breaking downstream systems; coordinate validation and customer communication
• Drive the problem management process by coordinating with external departments that hold technical root cause analysis information, ensuring problems are documented and closed out
• Spot-check monitoring and alerting configurations for excessive noise, insufficient granularity, or missing coverage
• Work with Tier 1 and Tier 2 support teams to identify application-level signals that indicate customer impact but are not yet monitored
• Propose and implement alerting or dashboard improvements in coordination with the monitoring team
• Perform proactive environment health checks and recommend remediation actions
• Contribute to Knowledge Base maintenance: identify outdated articles, flag gaps, and coordinate updates
• Pick up operational tasks that fall outside the daily case queue but improve overall support quality (ServiceNow workflow testing, report generation, process validation)
• Document upgrade outcomes and update runbooks based on lessons learned

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or equivalent hands-on technical experience
• 2+ years in a technical support, IT operations, or systems administration role supporting enterprise software in production environments
• Working SQL capability: writing queries for data validation, understanding table relationships, and making minor data corrections as directed
• Hands-on experience with Microsoft Windows Server environments (service management, log review, basic resource monitoring)
• Working understanding of application integrations: file transfers (CSV, XML), APIs, and system workflows
• Experience coordinating tasks or small projects across multiple teams with competing priorities
• Familiarity with basic scripting (PowerShell, batch, or SQL) for configuration review and log analysis
• Fluent English communication skills with the ability to clearly explain technical topics to both technical and non-technical audiences
• Self-directed and able to manage workload independently across multiple concurrent priorities.

Tech Stack

• Cloud
• ServiceNow
• SQL

Benefits

• Health insurance
• Professional development opportunities
• Flexible working hours
• Paid time off