Technology Operations Analyst 1

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

The Technology Operations Analyst is a member of the Audit IT Platform Operations extended team ensuring Audit Technology Platform services and underlying ecosystem’s availability, performance and health to enable the business to thrive. This role is primarily responsible for continuously ensuring escalated business operational disruptions are promptly resolved, as well as continuously improving internal technology operations processes to streamline and enhance end-user experience. Team members in this role have specialized knowledge and provide support to all the platform technology products and services delivered to our business, including through execution of small to mid-size projects.

Successful end user support activities

• Monitor and timely respond and resolve escalated end-user incidents and requests.
• Apply problem solving and troubleshooting techniques to provide effective solutions to end-users.
• Coordinate and manage booking of activities with end-users when necessary.
• Address end-user issues in a professional, courteous and collaborative manner.
• Timely escalate pertinent issues and concerns to management.
• Actively collaborate in Major Incident calls (War Rooms).
• Document relevant support information diligently.
• Be part of on-call rotation for afterhours support (evening and weekends coverage).

Platform Maintenance and Continuous Improvement

• Actively monitor the platform systems health to ensure normal and secure operation.
• Work with partner technology teams and vendors to fully address issues.
• Continuously improve existing support processes and artifacts (e.g. Knowledge Articles).
• Perform data-driven reviews of operational support and system metrics on a regular cadence.
• Analyze and identify issues and trends across the platform.
• Act as the team’s Subject Matter Expert on RSMs incident management processes and use of corresponding systems (i.e. ServiceNow) to promote high customer satisfaction and operational excellence.
• Consistently propose improvements to existing process and documentation to streamline work.
• Perform and document root cause analysis of major incidents.

Collaborate and train extended operations support staff

• Continuously learn and explore supported products to expand and maintain specialized knowledge.
• Partner with other technology support teams across IT and business to identify areas of opportunity to improve and align knowledge, tooling, and processes to support our platform products and services.
• Facilitate meetings/sessions to ensure support alignment and steady continuous improvements of the operational support performance.
• Provide recurring training to the partnering support teams on the platform best practices.

Other duties as assigned, including but not limited to:

• Active participant and contributor in team meetings and work sessions.
• Project support
• Submit and/or complete change requests, attending CAB as needed.
• Creation and maintenance of operational reports and dashboards
• Updates to technical operations support diagrams and documentation.

EDUCATION

• Bachelor’s degree in related field or equivalent experience.

TECHNICAL SKILLS

• Professional or equivalent experience working with Microsoft Windows and Microsoft productivity software (e.g. Microsoft 365, Microsoft Office, Microsoft Teams).
• Knowledge of tracking processes and tools.
• Ticket management system knowledge, ServiceNow is preferred.
• Strong analytical skills to interpret ticket management performance, trends, and escalation.
• End-user computer and network troubleshooting skills.

SPECIAL REQUIREMENTS SPECIFIC TO JOB  

• High sense of urgency
• Curious, self-learner.
• Problem solver.
• Nimble and adaptable, learn on the job.
• Ability to work in a highly collaborative environment and consult effectively with employees at all levels.
• Strong organizational and time management skills to handle concurrent priority task assignments.
• Good communication skills both written and verbal.
• Strong attention to detail, motivation, and initiative.
• Works well under pressure of deadlines and troubleshooting unexcepted issues of a production system environment.
• Ability to report work progress status in a consistent and efficient professional manner.
• Track record of documenting work done in a manner.
• Consistently maintain personal business availability reflected accurately on Outlook Calendar with minimum two weeks in advance.
• Must be diligent to avoid execution errors that may lead to disruption of business operations.
• Must be comfortable following extensive troubleshooting guides containing multiple steps involving various systems.
• Must be comfortable actively working with multiple active sessions/windows open on the computer screen (monitor).
• Must be comfortable handling large quantities of data in spreadsheet and systems.
• Must be comfortable working primarily using e-mails.
• Must be comfortable and effective in performing repetitive tasks.
• Ability to participate in on-call duties afterhours, including but not limited to answer calls and remotely connect to troubleshoot systems on reliable internet connection.

EXPERIENCE

• Minimum of 2 years customer service experience.
• Minimum of 2-4 years working with ticket management system and technical incident resolution.
• Minimum of 2-4 years of remote work experience.
• Experience working with small scale projects.

PREFERRED REQUIREMENTS

• Minimum of two years supporting CaseWare Working Papers is preferred.
• Data Analytics and/or advanced Microsoft Excel working knowledge. PowerBI is an advantage.
• Experience supporting Windows Server, File Share systems, and Windows Active Directory.
• Some experience creating process workflows and/or technical diagrams.
• Some experience with SQL or a programing language.
• Clear understanding of client/server architectural concepts.
• ITIL Foundations training.

Track record of above average performance evaluation reviews over the last 2 years.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/india.html.

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the in the Indian Armed Forces; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation. 

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at [email protected].