Production Support Analyst

RESPONSIBILITIES

Kforce has a client in Elk Grove, CA that is seeking a Production Support Analyst.

Core Responsibilities

• Monitor operational ticket queues for hygiene, SLA adherence, and backlog triage
• Validate automated customer/partner communications for silent failures in automated workflows
• Perform root-cause triage across a multi-system integration chain (order management, workflow orchestration, partner/carrier APIs, rules engines) - isolate which system is at fault and hand a clean escalation to engineering
• Build working knowledge of the workflow-orchestration engine driving ticket execution, enough to do first-pass triage
• Communicate and coordinate directly across operations, engineering, and business stakeholder teams - this role needs to piece together the full picture across teams, not just work a queue in isolation
• Contribute to support runbooks/documentation as the program scales toward full rollout

REQUIREMENTS:

• Prior ticketing/ITSM experience - incident triage and SLA management
• Comfortable reading logs and doing basic technical troubleshooting (non-coding)
• Strong written and verbal communication for cross-team escalation across engineering, ops, and business stakeholders
• Comfortable with AI-assisted/agentic support tooling as part of daily triage, not just legacy ticketing systems
• Ability to work the assigned regional shift

Nice to Have:

• Exposure to ERP/order-management or logistics/carrier operations
• Basic SQL exposure

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer.

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