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 IT Operations Support Analyst provides evening operational support for enterprise applications, systems, and services supporting North American business operations. The role serves as an escalation point for incidents and service requests requiring advanced troubleshooting and analysis beyond initial Service Desk support.

The analyst investigates application issues, engagement-related problems, access and permission concerns, data validation requests, and operational incidents. This position works closely with Service Desk, Development, Infrastructure, Engineering, and Business teams to drive issues to resolution while maintaining strong customer service and operational stability.

Essential Duties:
•    Provide evening operational support and incident response coverage for North American operations.
•    Perform L2/L3 triage and advanced troubleshooting of incidents escalated from the Service Desk.
•    Support Assurance applications and related enterprise business systems.
•    Investigate and troubleshoot engagement-related issues, including processing, configuration, permissions, and user access concerns.
•    Perform basic SQL queries, data validation, and data troubleshooting to assist with issue diagnosis and resolution.
•    Analyze application logs, system events, error messages, and monitoring information to identify root causes and resolution paths.
•    Support user provisioning, role assignments, and security access requests within established processes.
•    Monitor and prioritize incidents and service requests in ServiceNow based on business impact and urgency.
•    Own assigned incidents through resolution and provide timely, clear communication to users and stakeholders.
•    Escalate complex issues to Development, Infrastructure, or Engineering teams with documented findings and troubleshooting results.
•    Create and maintain knowledge base articles, troubleshooting guides, and operational documentation.
•    Identify recurring issues and recommend process improvements that reduce incidents and improve service delivery.
•    Participate in application testing, deployments, upgrades, and other operational support activities as required.

Technical Skills:
•    Experience supporting enterprise applications and business-critical systems.
•    Working knowledge of Microsoft technologies, including Microsoft 365 and Windows Operating systems.
•    Experience managing incidents and service requests through ServiceNow or a similar IT service management platform.
•    Ability to perform basic SQL queries and data validation for troubleshooting purposes.
•    Understanding application authentication, permissions, role assignments, and user provisioning concepts.
•    Experience reviewing application logs and troubleshooting system-generated errors.
•    Knowledge of networking fundamentals, including DNS, VPN, TCP/IP, and connectivity troubleshooting.
•    Experience using remote support and monitoring tools in a corporate environment.

Qualifications:
•    Strong analytical, critical-thinking, and problem-solving skills.
•    Demonstrated ability to work independently, make sound troubleshooting decisions, and manage competing priorities with limited supervision.
•    Strong written and verbal communication skills, including the ability to explain technical information to technical and non-technical audiences.
•    Customer-focused mindset with a commitment to service excellence and operational ownership.
•    Ability to collaborate effectively with geographically distributed teams.
•    Ability to work an evening schedule aligned with North American operational support needs, including additional hours when required.
Education and Experience
•    Associate degree in Information Systems, Computer Science, Business, or related field, or equivalent professional experience.
•    Three or more years of experience in enterprise application support, IT operations, Service Desk escalation support, or a similar role preferred.
•    Experience troubleshooting application, system, infrastructure, and user access issues in a corporate enterprise environment.

Preferred Experience:
•    Experience supporting Assurance, Audit, Tax, engagement management, workflow-based, or other professional services applications.
•    Experience troubleshooting engagement processing and configuration issues.
•    Experience working with Development and Infrastructure teams to resolve application incidents.
•    Experience supporting users and operations across multiple geographic regions.
•    Experience providing after-hours, evenings, or global production support.
 

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/working-at-rsm/benefits   https://rsmus.com/careers/el-salvador.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 Salvadoran Military/Veteran status; 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].