Production Support Analyst

UZURV – The Adaptive TNC; Richmond (VA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401K matching

Healthcare benefits package

Generous PTO and paid holidays

Collaborative team-based environment

Job summary

UZURV – The Adaptive TNC is seeking a Production Support Analyst to provide operational and technical support for critical business applications, acting as a liaison between business users, development teams, infrastructure, and vendors to ensure timely incident resolution.

The role covers production operations, incident management, and continuous improvement, with responsibilities ranging from monitoring systems and resolving alerts to performing root-cause analysis and automating repeatable

Qualifications

• Bachelor's degree in IT/CS/Business Information Systems or related field.
• 2–5 years of experience supporting enterprise applications in production or operational support.
• Experience troubleshooting web applications and APIs; SQL querying required.
• Experience using ticketing platforms such as Zendesk.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.

Responsibilities

• Monitor production applications, interfaces, and batch processes for availability and performance.
• Respond to incidents, service requests, and alerts per SLAs.
• Analyze, troubleshoot, and resolve application issues; escalate as needed.
• Perform health checks and validate scheduled jobs and data integrations.
• Support deployments and post-release validation.
• Document root cause analyses and participate in post-incident reviews.
• Identify opportunities to automate manual support processes.
• Maintain runbooks and operational documentation.

Skills

Troubleshooting web apps & APIs

SQL querying

Analytical skills

Verbal & written communication

On-call readiness

Education

Bachelor's degree in IT/CS/Business Info Systems

Tools

Zendesk

Job description

About UZURV

At UZURV, we believe that everyone has the right to get to the places they need and want to go, including work, school, shopping, connecting with friends and family, attending worship services, or just a night out. Many people are able to drive, take public transit, or use a rideshare or taxicab, but about 25% of Americans (and especially older adults and people with disabilities) need assistance for getting out and about. We call it assisted mobility, and that’s what UZURV exists to deliver.

A Little Bit About The Role…

As a Production Support Analyst, you will provide operational and technical support for critical business applications. You will serve as a key liaison between business users, development teams, infrastructure, and vendors to ensure timely incident resolution and continuous service improvement.

To Be Successful At UZURV, You Will

Production Operations

• Monitor production applications, interfaces, and batch processes to ensure system availability and performance.
• Respond to production incidents, service requests, and system alerts in accordance with established Service Level Agreements (SLAs).
• Analyze, troubleshoot, and resolve application issues or escalate to appropriate technical teams when necessary.
• Perform routine health checks and validate successful completion of scheduled jobs and data integrations.
• Support production deployments and post-release validation activities.
• Perform application configuration changes and solve configuration issues.
• Troubleshoot API integration issues.
• Be a part of an on‑call rotation for emergency support.

Incident & Problem Management

• Record, prioritize, and manage incidents.
• Perform initial diagnosis of application, data, and integration issues.
• Coordinate with development, infrastructure, database, and vendor teams to resolve complex problems.
• Conduct root cause analysis and document findings for recurring issues.
• Participate in post-incident reviews and implement preventive measures.

Continuous Improvement

• Identify opportunities to automate manual support processes.
• Assist with application testing following production fixes and deployments.
• Maintain production support procedures, runbooks, and operational documentation.

We’re Excited About You Because…

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field (or equivalent work experience).
• 2–5 years of experience supporting enterprise applications in a production or operational support environment.
• Experience troubleshooting web applications, APIs, or enterprise software.Working knowledge of SQL or similar for querying and validating application data is a must.
• Experience using ticketing platforms such as ZenDesk.
• Strong analytical, organizational, and problem‑solving skills.
• Excellent verbal and written communication skills.

Reasons it pays to work at UZURV (in addition to the pay itself)...

UZURV employees understand we are building a company that is greatly needed to improve access to mobility for all of us, regardless of our disabilities, illnesses, or impacts of age. We get daily affirmation from riders, drivers, and the transportation companies we work with about the innovation, value, and quality inherent in what we bring to market.

In addition to providing our employees with a safe and collaborative environment UZURV also offers:

• 401K matching
• Healthcare benefits package
• Generous PTO and paid holidays
• Collaborative team‑based work environment

Come As You Are

Don’t meet every single requirement? Studies have shown that women, people with disabilities, and people of color are less likely to apply to jobs unless they meet every. single. qualification. At UZURV, we are dedicated to building a diverse, inclusive, and just workplace. If you’re excited about this role but your experience doesn’t align perfectly with 100% of the qualifications listed, we encourage you to still apply. Our hiring philosophy looks to weed people into our process, not out.

We are also committed to making our hiring process accessible and inclusive for all candidates. Throughout the interview process, we provide transparency into what to expect and include options to request accommodations. Interview invitations include details on how to request support such as captions, advance materials, or other accessibility needs.

If you require accommodations at any stage of the process, we encourage you to reach out—we’re happy to support you in a way that allows you to show up at your best.