Digital Service Management Support Analyst

Job Description: Digital Support Analyst (Level 1.5/Level 2)

Digital Service Management & Operations

Position Overview

We are seeking a highly motivated Digital Support Analyst (Level 1.5/Level 2) to help establish a modern, structured digital support and services model. This role will serve as a critical triage and diagnostic layer between the service desk (L1) and engineering teams (L3), transforming support from a reactive intake function into a proactive, insight-driven operations capability.

Reporting to the Director, Digital Service Management & Operations, this role will focus on incident triage, monitoring, troubleshooting, and release-aware diagnostics across a complex, integrated application and cloud environment.

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Context & Mission

The current support model operates as a broad, centralized intake layer covering end-user support, applications, and cloud infrastructure, but lacks:

· Dedicated monitoring (“eyes-on-glass”)

· Structured triage and diagnostic capability

· Deep technical ownership at the L1/L2 layers

This role is designed to:

· Introduce structured L1.5/L2 triage and investigation

· Improve incident quality and escalation effectiveness

· Enable proactive monitoring and operational stability

· Support a high-frequency release environment

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Key Responsibilities

1. Incident Triage & Technical Investigation (Core Focus)

· Act as the primary L1.5/L2 triage layer, analyzing alerts, incidents, and system anomalies.

· Perform initial troubleshooting and diagnostics before escalation to L3 teams.

· Develop structured problem statements with actionable insights for engineering teams.

· Interpret and analyze:

o API responses and endpoint behavior

o Application errors (e.g., HTTP 500s)

o Latency and performance degradation

o Infrastructure and database indicators (CPU, memory, query performance)

· Participate in incident bridge calls, providing real-time technical insights.

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2. Monitoring & “Eyes-on-Glass” Operations

· Support the development of a dedicated monitoring capability.

· Continuously monitor systems using observability/APM tools (e.g., Datadog, Google Cloud Platform, Idera).

· Correlate alerts and identify patterns, anomalies, and early warning signals.

· Shift operations from reactive escalation → proactive issue detection and prevention.

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3. Cross-Functional Troubleshooting

· Investigate issues across integrated front-end, back-end, and cloud platforms (e.g., Google Cloud Platform environments).

· Perform cross-stack analysis, recognizing that issues may span multiple systems.

· Provide context-aware insights (e.g., dependency-related failures like external platform issues).

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4. Release-Aware Support & QA Mindset

· Collaborate with the Release Manager and DevOps teams on frequent (multi-weekly) releases.

· Correlate incidents with:

o Recent deployments

o Configuration changes

o Feature rollouts

· Apply a QA-oriented mindset to validate system behavior post-release.

· Support hypercare and post-release monitoring activities.

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5. Runbooks, Knowledge & Process Maturity

· Execute and continuously improve runbooks and standard operating procedures (SOPs).

· Document:

o Troubleshooting steps

o Known issues

o Root cause indicators

· Drive standardization of triage and escalation processes.

· Contribute to problem management lifecycle and post-incident reviews (PIRs).

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6. Service Management & ITIL Alignment

· Operate within ServiceNow (incident, change, and problem management) and Atlassian (JIRA, Confluence, Bitbucket).

· Improve:

o Ticket quality

o Categorization and prioritization

o Escalation readiness

· Support CAB readiness activities by providing operational insights.

· Contribute to defining an L1–L2–L3 escalation framework.

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7. Automation, AI & Continuous Improvement

· Leverage emerging AIOps and automation capabilities for:

o Alert correlation

o Root cause identification

· Identify opportunities to reduce manual triage effort.

· Collaborate on improving integration between:

o ITSM (ServiceNow)

o Monitoring/observability tools

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Required Qualifications

· 3–6 years of experience in application support, production support, or digital operations.

· Strong troubleshooting experience in complex, integrated environments.

· Hands-on experience with:

o Monitoring/APM tools (Datadog, Dynatrace, Splunk, etc.)

o Incident management platforms (ServiceNow preferred)

· Ability to interpret:

o Logs, APIs, and system metrics

o Performance and error patterns

· Solid understanding of ITIL processes (Incident, Problem, Change).

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Preferred Qualifications

· Experience in cloud environments (Google Cloud Platform, Azure, or AWS).

· Exposure to CI/CD pipelines and DevOps practices.

· Familiarity with:

o CRM platforms (e.g., Salesforce, Dynamics)

o Job orchestration/batch processing tools

· Experience in high-availability, customer-facing digital systems.

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Key Competencies

· Strong analytical and diagnostic mindset

· Ability to move beyond escalation to true problem investigation

· Curiosity and ownership in understanding root causes

· Effective communication in high-pressure incident scenarios

· Ability to work across applications, infrastructure, and QA domains

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Team Structure & Operating Model

· Reports to: Director, Digital Service Management & Operations (Javier Mercado)

· Works alongside:

o DevOps & Engineering teams (CI/CD, releases, platform ownership)

o Release Manager (new role)

o Service Desk (L1) and Engineering (L3)

· Part of building a dedicated L1–L2–L3 support model

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Location

· Preferred: Texas (Dallas / Frisco area)

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