Note: The job is a remote job and is open to candidates in USA. Auris is a payroll and HR partner for small and medium-sized businesses, providing technology and human services through its HCM platform. The IT Support Analyst provides intermediate-level support for HCM applications and integrations, troubleshooting escalated incidents, coordinating incident response, communicating with stakeholders, and improving platform stability through problem management and monitoring.
Responsibilities
- Troubleshoot operational issues escalated from the L1 Operations teams, delivering high-quality support over the phone, online chats / meets, or email
- Manage Salesforce incident tickets volume with clear notes, robust detail, and timely status updates
- Escalate issues to L3 Support as needed and open Jira tickets or Azure DevOps (ADO) tickets to document bugs
- Serve in an alternating role as Incident Commander during critical incidents, leading triage calls and coordinating support teams, vendors, and other resources as needed
- Provide clear and timely incident communications to the enterprise through email updates and status dashboards
- Facilitate Post-Incident Review meetings with Engineering, Development, and Architecture to determine root cause of issues
- Document and drive completion of improvement action items identified through the post-incident review process
- Assist with specified L2 Support projects. Seeks direction from Senior Analysts for relevant tasks and associated deliverables as required
- Provide support and execution of incident processes and related workflows
- Provide support for tools and platforms required to troubleshoot and track issue resolution
- Deliver weekly updates to team on outstanding issues, risks, and ongoing initiatives
- Document, review and maintain RunBooks needed for Operations or NOC to resolve issues
- Develop and maintain a Knowledge Base containing best practices, troubleshooting guides, workarounds and documented solutions
- Proactively engage with Operations, Engineering, Product teams and other stakeholders to identify process gaps and improve support workflows
- Build and maintain collaborative relationships with cross-functional teams to resolve issues and enhance platform stability and performance
- Monitor and track metrics related to incident volume, resolution times and trends to identify improvement opportunities
- Participate in a 24x7 on-call rotation to provide after-hours support for critical incidents
Skills
- Demonstrated success in a Level 1 Operations support role for Payroll or HCM systems
- Confident with helping others navigate through solutions and serving as the primary point of contact to provide solutions or guidance
- Strong troubleshooting and technical skills with excellent attention to detail
- Ability to clearly summarize complex technical issues and articulate user impact and scope
- Confident in taking command and control of incident resolution efforts, including managing triage calls, documenting progress, and communicating status updates through various channels
- Calm, organized, and effective under pressure with the ability to prioritize competing tasks
- Strong interpersonal skills with the ability to build rapport and collaborate effectively with Operations, Engineering, and stakeholders
- Willing to challenge self and others to achieve outcomes and improve existing processes
- A collaborative, service‑oriented mindset with integrity, accountability, and professionalism is essential
- Exhibit a positive, professional, and service-focused demeanor
- Ability to multitask, prioritize workload and adaptable with the ability to work both independently and as part of team
- Demonstrate a commitment to continuous learning, coaching, and professional development
- Human Capital Management (HCM) mid level support
- Strong technical skills
- Windows / Mac / Mobile (iOS / Android)
- Salesforce case management
- Excellent written and verbal communication skills
- Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership
- Servicenow ITSM
- Datadog / Azure monitoring
- Jira / Azure DevOps
- Microsoft CoPilot
- Basic scripting, automation
- Basic code analysis
Benefits
- Comprehensive benefits package
- Comprehensive medical insurance, dental insurance, and vision insurance
- Life and disability insurance
- Fertility benefits
- Wellness resources
- Paid sick time
- Generous paid time off and holidays
- Employee Assistance Program (EAP)
- A complimentary Calm app subscription
- Immediate vesting in a 401(k) plan
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options
- Commuter benefits
- Employee discount programs
- Paid maternity leave and paid paternity leave (including for adoptive parents)
- Legal plan options
- Pet insurance coverage
Company Overview
Company H1B Sponsorship