Business System Support Analyst
Job Summary
Providing dedicated operational support to the Site Reliability Engineering team, the full-time Business System Support Analyst will manage ticketing, triage, documentation, and runbook management while working remotely.
Key responsibilities
- Monitor and triage incoming tickets/alerts, routing them to the appropriate SRE engineer or on-call rotation
- Maintain accurate documentation for systems and processes, ensuring knowledge capture after incidents
- Perform technical analysis of incidents and recurring alerts, correlating logs and metrics to identify root causes
Required qualifications
- 5+ years in a technical support, IT operations, service desk, or analyst role
- Experience with a ticketing platform such as Jira Service Management or ServiceNow
- Working proficiency in SQL for writing queries against relational databases
- Demonstrated technical analysis skills for interpreting logs and monitoring data
- Experience using AI/LLM tools for issue analysis and documentation drafting
Complete Job Description
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