{"id":752287,"url":"https://alion.io/job/rsm-us-it-operations-support-analyst","title":"IT Operations Support Analyst","company":{"id":8699,"name":"RSM US","domain":"rsmus.com","url":"https://alion.io/company/rsm","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":203,"ghost_share":0.005,"stale_share":0.744,"repost_share":0.034,"time_to_fill_p50_days":32,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Salvador, El Salvador"],"countries":["SV"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":26000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DNS","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-11T16:04:50Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-11-08T07:21:36Z","board_verified":true,"closed_at":null,"days_open":57,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":57},"description":"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.\nThe 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.\nThe 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.\nEssential Duties:\nProvide evening operational support and incident response coverage for North American operations.\nPerform L2/L3 triage and advanced troubleshooting of incidents escalated from the Service Desk.\nSupport Assurance applications and related enterprise business systems.\nInvestigate and troubleshoot engagement-related issues, including processing, configuration, permissions, and user access concerns.\nPerform basic SQL queries, data validation, and data troubleshooting to assist with issue diagnosis and resolution.\nAnalyze application logs, system events, error messages, and monitoring information to identify root causes and resolution paths.\nSupport user provisioning, role assignments, and security access requests within established processes.\nMonitor and prioritize incidents and service requests in ServiceNow based on business impact and urgency.\nOwn assigned incidents through resolution and provide timely, clear communication to users and stakeholders.\nEscalate complex issues to Development, Infrastructure, or Engineering teams with documented findings and troubleshooting results.\nCreate and maintain knowledge base articles, troubleshooting guides, and operational documentation.\nIdentify recurring issues and recommend process improvements that reduce incidents and improve service delivery.\nParticipate in application testing, deployments, upgrades, and other operational support activities as required.\nTechnical Skills:\nExperience supporting enterprise applications and business-critical systems.\nWorking knowledge of Microsoft technologies, including Microsoft 365 and Windows Operating systems.\nExperience managing incidents and service requests through ServiceNow or a similar IT service management platform.\nAbility to perform basic SQL queries and data validation for troubleshooting purposes.\nUnderstanding application authentication, permissions, role assignments, and user provisioning concepts.\nExperience reviewing application logs and troubleshooting system-generated errors.\nKnowledge of networking fundamentals, including DNS, VPN, TCP/IP, and connectivity troubleshooting.\nExperience using remote support and monitoring tools in a corporate environment.\nQualifications:\nStrong analytical, critical-thinking, and problem-solving skills.\nDemonstrated ability to work independently, make sound troubleshooting decisions, and manage competing priorities with limited supervision.\nStrong written and verbal communication skills, including the ability to explain technical information to technical and non-technical audiences.\nCustomer-focused mindset with a commitment to service excellence and operational ownership.\nAbility to collaborate effectively with geographically distributed teams.\nAbility to work an evening schedule aligned with North American operational support needs, including additional hours when required. Education and Experience\nAssociate degree in Information Systems, Computer Science, Business, or related field, or equivalent professional experience.\nThree or more years of experience in enterprise application support, IT operations, Service Desk escalation support, or a similar role preferred.\nExperience troubleshooting application, system, infrastructure, and user access issues in a corporate enterprise environment.\nPreferred Experience:\nExperience supporting Assurance, Audit, Tax, engagement management, workflow-based, or other professional services applications.\nExperience troubleshooting engagement processing and configuration issues.\nExperience working with Development and Infrastructure teams to resolve application incidents.\nExperience supporting users and operations across multiple geographic regions.\nExperience providing after-hours, evenings, or global production support.\nAt 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.\nRSM 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/Veteranstatus; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.\nAccommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSMis 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 .","description_format":"text","description_chars":6488,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Audit & Assurance Firms","Financial Advisory, Valuation & Restructuring","Management Consulting","Tax Advisory & Preparation"],"lifecycle":[{"event":"open","at":"2026-09-11T16:04:50Z"}],"visa":[],"liveness":{"score":16,"band":"cold","label":"Long shot","p_open":1,"p_active":0.443,"p_room":0.36,"age_days":57,"expected_fill_days":32,"reasons":["conf:10","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/rsm-us-it-operations-support-analyst","json_url":"https://alion.io/job/rsm-us-it-operations-support-analyst.json","meta":{"generated_at":"2026-11-08T15:45:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":33235,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8699},"rest":"https://alion.io/mcp/rest/get_company?id=8699"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frsm-us-it-operations-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frsm-us-it-operations-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frsm-us-it-operations-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rsm-us-it-operations-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frsm-us-it-operations-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":752287}},{"tool":"search_jobs","arguments":{"company":"rsmus.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":752287},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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