Summary
The Technical Analyst serves as the primary escalation point for complex and high-severity support issues across OSV's enterprise application environment. This role owns end-to-end resolution of escalated incidents, leads technical communication during high-severity events, and collaborates with technical teams to drive permanent fixes. The Technical Analyst applies advanced diagnostic capability, deep service area knowledge, and cross-functional coordination to resolve issues that exceed first-contact scope.
Responsibilities
- Serve as the escalation point for complex and urgent support requests; quickly assess impact and severity of escalated issues and determine the appropriate resolution path.
- Perform deep technical analysis of escalated issues across primary service areas including application functionality, batch processing, database operations, integration services, user access, system performance, reporting, and API services.
- Troubleshoot complex batch processing failures; modify job parameters, investigate job dependencies, and implement temporary workarounds to restore service; escalate for permanent resolution and root cause analysis.
- Serve as the technical representative in S0/S1 incident response; present technical findings and incident details, assess operational impact, propose and validate workarounds, and escalate when code-level or architectural intervention is required.
- Document escalated issues and resolutions; support development of technical documentation and assist Senior Technical Analyst with knowledge base updates and runbook development.
- With each software release, evaluate and articulate the impact on primary service areas; participate in change planning and implementation reviews with relevant technical teams.
- Perform projects and other duties as assigned.
Competencies
- Delivers complex technical work with accuracy; manages multiple escalations simultaneously while communicating proactively.
- Holds expert-level knowledge of assigned service areas; understands architecture, integration dependencies, and system behavior in depth.
- Applies advanced diagnostic reasoning; identifies root causes and evaluates multiple resolution paths beyond documented procedures.
- Understands the business criticality of supported processes and applies that context to incident prioritization, escalation decisions, and stakeholder communication.
- Collaborates effectively with Development, Engineering, DevOps, and vendors; communicates technical findings clearly and builds productive working relationships across functional boundaries.
Qualifications
Education/Certification Requirement
Bachelor's degree
Required
- 3+ years of experience in application or technical support for enterprise software systems.
- Working-level proficiency in SQL (query writing/execution) and understanding of integration architecture and API troubleshooting.
- Expert-level experience with batch processing, database operations, incident management, and root cause analysis participation.
- SQL query skills, API connectivity knowledge, and understanding of system architecture and data integrity analysis.
- Understanding of security protocols, compliance requirements, system architecture, and data integrity concepts.
- Demonstrated expert-level expertise in Federal, State, and local payroll tax processes, with 4+ years of relevant experience
Preferred
- Experience with Workday or similar ERP/HCM platforms preferred.
- Salesforce experience or certification preferred.
- Proficiency with Azure DevOps for issue tracking, work item management, and cross-team coordination.
- Experience supporting BPaaS or managed services operations environments a plus.
- Experience with DevOps tooling or performance monitoring platforms a plus.
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