Production support analyst ii

Description

The Production Support Analyst for GovDeals and AllSurplus will be responsible for responding to user questions, ensuring stability, availability for production applications and systems. This role investigates and resolves incidents, performs root cause analysis, and collaborates with development, infrastructure, and business teams to maintain reliable operations and minimize business disruption. The Production Support Analyst will serve as a primary point of contact for production issues and help drive continuous improvement efforts.

Responsibilities

• Monitor production applications, services, and integrations.
• Respond to and resolve non-code related production incidents.
• Troubleshoot application, database, integration, and system issues.
• Coordinate incident response activities across technical teams.
• Escalate critical issues and provide timely status updates to stakeholders.
• Provide Application training to users as needed.
• Perform root cause analysis for recurring production issues.
• Identify trends and recommend permanent corrective actions.
• Create post-incident reports and document lessons learned.
• Implement process improvements to reduce incidents and improve service reliability.
• Collaborate with development teams to investigate defects and deploy fixes.
• Maintain application support documentation and runbooks.
• Communicate issue status, risks, and resolutions to business and technology stakeholders.
• Track incidents and service requests through ticketing systems.
• Produce operational metrics and support reports.
• Participate in change management and release management processes.

Qualifications

Education/ Experience: Bachelor's degree in Computer Science, Information Systems, Information Technology, or related field, or equivalent work experience. 3+ years of experience in application support, production support, IT operations, or a related client support role. Experience troubleshooting software applications in a production environment. Experience with ticketing and incident management tools. Understanding of system integrations, APIs, and batch processing. Excellent analytical and problem-solving skills. Significant experience with the LEAP/SAM is required.

Skills: Solid understanding and working knowledge of Internet technologies and web-based software development. Base understanding and experience with functional testing and validation. Proficiency with TEAMS, Excel, Word, PowerPoint, OneDrive, and SharePoint. Experience with work item and defect tracking management systems (e.g., Visual Studio Online, Jira, Confluence, etc.). Excellent verbal, written, and interpersonal communication skills. Problem resolution, root cause analysis, and process improvement skills.

Ability: High integrity and accountability. Ability to work with a team to re-factor priorities. Strong attention to detail and a track record of producing quality work. Team player with strong work ethic and a quick learner. Diplomatic with strong negotiation and conflict resolution skills. Strongly believes in transparency and accountability. Self-motivated and able to perform without significant supervision. Desire and motivation to ‘dig into’ applications and become a subject matter expert.

Work Conditions/ Physical Demands: Normal office environment. The employee must be able to frequently use a computer, keyboard, mouse, and other standard office equipment, as well as communicate effectively with colleagues, customers, and business partners. Occasional lifting of office materials or equipment up to 15 pounds may be required.

Location: Remote, US

Travel: <10%

Pay & Benefits: Compensation is determined by various factors such as location, education, knowledge, skills, competencies, and experience, as well as internal and external equity and organizational needs. Additionally, this role is eligible for an annual discretionary bonus. The salary range for this position is $71,000 to $88,700 annually. The posted range reflects our national average range for the job. We may ultimately pay more or less than the published range based on the factors mentioned above. This range may be modified in the future. At Liquidity Services, we provide a comprehensive benefits package that supports our employees' well-being and provides growth opportunities and career development. Our offerings include: Competitive wages, Healthcare (medical, dental, vision, prescription drugs, FSAs), 401(k) plan, Paid time off (PTO) and holidays, Paid parental leave, Life and disability insurance, Employee Assistance Program (EAP), Professional development and tuition assistance.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Liquidity Services Inc. reserves the right to modify position duties at any time due to business necessity. Liquidity Services is an Equal Opportunity Employer.