Global Support Analyst II

🕒 May 24

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Infios

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1001 - 5000 employees

We relentlessly make supply chains better. For everyone. No matter your business size. Whatever your goal. No matter the challenge. No matter your starting point. We will meet you where you are to create the future you need.

📋 Description

• 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environment health checks and recommend remediation actions • Contribute to Knowledge Base maintenance: identify outdated articles, flag gaps, and coordinate updates • Pick up operational tasks that fall outside the daily case queue but improve overall support quality (ServiceNow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