Analyst, Performance Development Technology Support

Alvarez & Marsal; Tampa (FL); On-site; USD 75,000 - 120,000; Full time

Job summary

Alvarez & Marsal is seeking an Analyst to support the Performance Development technology ecosystem, focusing on user enablement and issue resolution across a global platform. The role collaborates with Business Units, IT partners, and vendors to maintain readiness and quality during deployments.

You will help create user aids, run tests, and participate in ongoing process improvements. Ideal candidates are customer-focused, technically curious, and highly organized, able to manage multiple

Responsibilities

• Serve as the primary point of contact for user issues across the Performance Development technology ecosystem.
• Triage, troubleshoot, and resolve user-reported issues incl. access, data, workflow, and system inquiries.
• Manage ServiceNow queues with accurate lifecycle documentation and escalation.
• Track ticket metrics and ensure timely resolution and knowledge-base utilization.
• Create and maintain FAQs and user-guide materials for self-service.
• Support launch and cycle readiness activities.
• Execute test cycles, validate fixes, and ensure production readiness.
• Coordinate with technical teams to implement improvements and ensure data integrity.

Skills

Customer focus

Technical curiosity

Organizational skills

Multi-priority management

Communication

Job description

Description

Alvarez & Marsal (A&M) is a global consulting firm with entrepreneurial, action and results-oriented professionals. We take a hands-on approach to solving our clients' problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are why our people love working at A&M.

The Performance Development Technology Support Analyst plays a critical role in supporting the firm's global Performance Development technology ecosystem. The role provides responsive application support while contributing to user enablement, quality assurance, release readiness, content maintenance, and continuous improvement.

Working as part of a highly collaborative team, the Analyst partners with Performance Development and other technical partners to resolve issues, strengthen the user experience, support system enhancements, and help ensure successful platform deployments. This is an opportunity to contribute to a multi-year global transformation while building expertise across enterprise application support, quality assurance, business processes, and change enablement.

The ideal candidate is customer-focused, technically curious, highly organized, and comfortable managing multiple priorities across systems, processes, and stakeholder groups in a fast-paced global environment.

How you will contribute

We are building a centralized support capability to enable the successful launch, adoption, and long-term operations of our Performance Development technology ecosystem.

The team supports the operations of the ecosystem through:

• Level 1, Level 2, and Level 3 application support and triage
• Test case development and quality assurance execution
• Training, documentation, and user enablement
• Business Unit content, reference data, and configuration input management
• A structured, tiered support model with defined escalation paths

Through this model, the team helps ensure employees and managers across regions experience reliable, consistent, and high-quality interactions with Performance Development technology.

Performance Development tools create value when users trust the experience and can access timely, accurate support. The Analyst serves on the front line of global support by resolving user issues, identifying recurring trends, maintaining clear documentation, and coordinating effectively with functional and technical teams.

The role also contributes directly to platform quality and readiness by executing test cycles, validating fixes and releases, supporting production readiness, and helping maintain the integrity of business processes and data. Joining at this stage provides an opportunity to influence scalable support practices and the future of Performance Development technology across the firm.

1. Application Support & User Enablement

• Serve as the primary point of contact for user issues across the Performance Development technology ecosystem.
• Triage, troubleshoot, and resolve user-reported issues, including access, configuration, data, workflow, and system-related inquiries.
• Monitor and manage ServiceNow ticket queues, ensuring timely resolution, accurate categorization, complete lifecycle documentation, and appropriate escalation.
• Support service-level expectations through proactive ticket ownership, follow-up communications, and escalation management.
• Perform initial root cause analysis to identify recurring issues, trends, and opportunities for process improvement.
• Partner with subject matter experts, vendors, BIU, IT PMO, and technical teams to resolve complex issues and communicate practical solutions to users.
• Create and maintain FAQs, job aids, quick-reference guides, troubleshooting documentation, operating procedures, and knowledge-base articles.
• Support launch and cycle readiness activities
• Track and report support metrics, including ticket volume, service-level performance, resolution trends, first-contact resolution, and knowledge-base utilization, as defined by the team.
• Continuously identify opportunities to improve the end-user experience, support workflows, escalation paths, and self-service resources.

2. Quality Assurance & Testing

• Translate business requirements and user scenarios into clear test cases, expected results, and testing evidence.
• Execute functional, regression, integration, and user acceptance testing across Performance Development platforms.
• Document, prioritize, and monitor defects through resolution; provide sufficient evidence and validate corrective actions and system fixes.
• Validate system enhancements, releases, patches, and configuration changes in Sandbox and other non-production environments.
• Support testing governance, including test scope, entry and exit criteria, acceptance criteria, traceability, and quality gates.
• Participate in test-data validation activities, including user provisioning, organizational alignment, manager or Performance Manager assignments, access controls, and role-based permissions, as appropriate.
• Document test results, risks, open defects, readiness findings, and recommendations for business and technical stakeholders.
• Maintain testing documentation and contribute to continuous improvement of testing methods, validation procedures, and quality standards.
• Support post-release validation, quality reviews, and defect trend analysis when required.
• Handle sensitive performance and employee data in accordance with applicable confidentiality, data-privacy, and information-security requirements throughout testing activities.

3. Platform Operations & Release Readiness

• Partner with the Performance Development Team and technical partners to maintain Business Unit content, reference data, configuration inputs, and system setup requirements.
• Support platform readiness activities associated with new functionality, releases, enhancements, and annual Performance Development cycles.
• Validate production readiness, including configuration accuracy, workflow functionality, business rules, data integrity, and user-experience requirements.