[Hiring] Technical Analyst @OSV

Role Description

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

• 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 Qualifications

• 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.

Benefits

• Encouragement to learn and share ideas.
• Reward for innovative thinking, fresh perspectives, creative collaboration, and hard work.
• Values-based culture, upward mobility, and professional development opportunities.