Global Support Analyst II
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Job Description
Global Support Analyst II collaborating across departments to improve hosted customer environments at Infios. Responsibilities include upgrades, problem management, and technical verifications.
Responsibilities:
- 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- Contribute to Knowledge Base maintenance: identify outdated articles, flag gaps, and coordinate updates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.
Benefits:
- Health insurance
- Professional development opportunities
- Flexible working hours
- Paid time off
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