Systems Analyst

What you'll do

• Investigate, triage, and resolve production incidents affecting business-critical applications and services.
• Analyze application logs using Splunk to identify errors, patterns, and root causes.
• Communicate incident status and technical updates clearly to business stakeholders and senior leadership.
• Develop technical support documentation, troubleshooting guides, and operational playbooks.
• Identify recurring trends and systemic issues to contribute to problem management and permanent corrective actions.
• Partner with engineering and infrastructure teams to improve application observability, monitoring, and alerting.
• Automate repetitive support processes and operational reporting using tools like Microsoft Power Automate.
• Monitor and report on incident trends and operational metrics using Tableau and Power BI.

What we're looking for

• Experience investigating, triaging, and managing production incidents for business-critical applications and services.
• Experience with incident management processes including prioritization, escalation, technical investigation, and stakeholder communication.
• Strong technical troubleshooting skills across applications, databases, integrations, APIs, and distributed systems.
• Experience reviewing and analyzing application logs to support root cause analysis and troubleshoot production issues.
• Proficiency with SQL and working knowledge of relational databases and data analysis.
• Experience using Splunk to search and analyze application logs and create queries.
• Strong documentation skills for developing technical support guides, operational procedures, and knowledge articles.
• Experience using ServiceNow for incident management, problem management, or workflow automation (preferred).