Serves as the operations and support lead embedded in the Global Assurance Workpapers product team, the in-house platform replacing Caseware Working Papers. Participates in the full delivery cycle - sprints, planning, QA testing, and defect identification - to ensure the product is supportable at launch, and owns the support documentation and staff training that prepare IT Operations and support teams to run it. When not engaged in product work, performs L2+ operational support, working escalated tickets and assigned Azure DevOps work items for the IT Operations team.
Role SplitTime is divided between two areas, approximately 50/50. The balance will shift with the product's release cycle: heavier on Global Assurance Workpapers during sprints, testing, and launch; heavier on L2+ operations between releases and after go-live.
Key ResponsibilitiesGlobal Assurance Workpapers - Product Delivery
- Participates as a standing member of the Global Assurance Workpapers product team: sprint planning, stand-ups, reviews, retrospectives, and related product and release meetings.
- Learns the product in depth, including workflows, configuration, integrations, and dependencies on existing audit and infrastructure platforms.
- Performs QA and user acceptance testing on new features and releases; writes and executes test cases from an operations and support perspective.
- Identifies, reproduces, and documents defects with clear steps, evidence, and impact; logs them in Azure DevOps and tracks them through resolution with the development team.
- Represents IT Operations in product decisions, raising supportability, deployment, access, monitoring, and recovery requirements early, before they become production issues.
- Gives the development team feedback based on real support patterns, ticket trends, and user impact.
Support Readiness and Enablement- Owns support documentation for Global Assurance Workpapers: runbooks, troubleshooting guides, known-issue lists, knowledge base articles, and escalation paths.
- Develops and delivers training so IT Operations, L1/L2 support, and related teams can support the product confidently at and after launch.
- Defines the support model with the product team and IT Operations: ticket categories, routing, escalation tiers, and handoff points between support and development.
- Keeps documentation current with each release and communicates product changes that affect support.
- Serves as the primary point of contact for Global Assurance Workpapers support questions during rollout and stabilizatio
L2+ Operations Support- Works escalated L2+ tickets in the IT Operations queues, including Caseware and audit platform issues; gathers diagnostic evidence, identifies root causes, and resolves or coordinates escalation through resolution.
- Completes assigned work items from the IT Operations Azure DevOps board.
- Follows established change-management, access, and approval processes for production work.
- Maintains accurate ticket records and contributes to team runbooks and knowledge sharing.
- Provides queue coverage and backup support as directed by the IT Operations manager.
Training, Responsibility, and Escalation- Receives onboarding on IT Operations platforms, queues, and procedures, plus product onboarding with the Global Assurance Workpapers development team.
- Takes on L2+ queue ownership progressively as the manager confirms proficiency and required access.
- Works within an agreed escalation path. Architecture decisions, high-risk production changes, and product priority decisions stay with designated technical leads and product owners.
- Agrees the product/operations time split and priorities with the IT Operations manager and product leadership, reviewed each release cycle.
Qualifications- Bachelor's degree in Information Systems, Computer Science, Business, or related field, or equivalent practical experience.
- 5+ years of experience in application support, IT operations, business/systems analysis, or QA, including direct work with software development teams.
- Experience with Agile/Scrum delivery: sprints, backlog refinement, user stories, and acceptance criteria.
- Hands-on QA or UAT experience: writing test cases, executing tests, and reporting defects clearly.
- Strong technical writing skills; experience producing runbooks, knowledge base articles, or training materials.
- Experience troubleshooting enterprise applications and working L2/L3 support tickets.
- Familiarity with Azure DevOps (boards, work items) or similar tools
- Experience with audit, accounting, or professional-services applications (e.g., Caseware) strongly preferred.
- Exposure to SQL, PowerShell, or similar for investigation and validation is a plus.
Competencies- Product Thinking: Understands how the product serves users and how design choices affect supportability.
- Analytical Problem Solving: Diagnoses issues methodically and separates root cause from symptoms.
- Communication: Explains technical detail clearly to developers, support staff, and business users.
- Teaching and Enablement: Turns complex product knowledge into training and documentation others can use.
- Collaboration: Works effectively across development, QA, operations, and support teams.
- Attention to Detail: Produces accurate test results, defect reports, and documentation.
- Accountability: Owns product readiness and assigned tickets through to completion.
- Adaptability: Moves between sprint work and operational support as priorities shift.
At RSM, we offer a competitive benefits and compensation package for all our people. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.
We believe flexibility and in-person connection both play an important role in how we work and grow. Most roles at RSM follow a hybrid workstyle, which means team members are aligned to an RSM office and come together in person when it best supports clients, teams, development or relationship-building. Some roles may be virtual or primarily on-site based on role requirements, team priorities and client needs.
At RSM, an employee's pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.
Compensation Range: $88,400 - $150,700
Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.
