Tier 3 Technical Support Specialist at ASM Research, An Accenture Federal Services Company Sain[...]

null; Saint Paul (MN); On-site; USD 90,000 - 120,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, in Saint Paul, MN, seeks a Tier 3 Technical Support Specialist to manage complex IT tasks across multiple disciplines, focusing on Power Platform applications, platform architecture, and ongoing admin duties.

The role requires strong IT experience, cross-team collaboration, and the ability to operate in a fast-paced environment with 24x7 on-call support. Prior ITIL/ServiceNow experience is advantageous.

Qualifications

• Bachelor's Degree in Information Technology or related field; Master’s degree preferred.
• CompTIA A+ or ITIL certification preferred.
• 7–10 years in information technology, systems administration or related field.
• Minimum of five (5) years in application/infrastructure design, development, testing, or operations.

Responsibilities

• Plan, secure, debug, deploy, and support applications on the Power Platform.
• Understand platform architecture and environment; develop and deploy applications.
• Collaborate with NSD Tier1/2 and other teams on escalated issues.
• Adhere to incident, problem, change, release management, and SOPs; use ServiceNow.
• Develop KBAs and train Tier1/2 as needed.
• Be on-call 24x7x365 for ongoing application support.
• Support onboarding of 8–10K end-users over ~18 months.
• Improve day-to-day operations to keep systems stable, secure, and performant.

Skills

IT experience

Technical problem solving

Effective communications

Cross-team coordination

ServiceNow ITSM (optional)

SQL/ETL

Education

Bachelor's Degree in Information Technology

Master’s Degree preferred

Tools

ServiceNow ITSM

Azure SQL Databases

MS SQL Server

T-SQL

Excel

Job description

Tier 3 Technical Support Specialist job at ASM Research, An Accenture Federal Services Company. SaintPaul, MN. Responsible for unique or complex information systems and/or information technology tasks within more than one discipline, such as application support, database administration, software quality assurance/quality control, software engineering, network telecommunications, and infrastructure operations of administration, analysis, engineering and design.

Responsibilities

• Responsible for planning, securing, debugging, deploying, and ongoing support of the applications built on the Power Platform.
• Understand platform architecture, environment, develop & deploy the application, and deal with day‑to‑day administration and ongoing technical support.
• Partner with the National Service Desk (NSD) Tier1 &2 team and personnel on other infrastructure engineering and application development teams to work on issues escalated to Tier3.
• Adhere to the defined incident management, problem management, change management, release management, outage communications, and service requests procedures and utilize ServiceNow.
• Develop Knowledge Based Articles (KBA) and educate Tier1 &2 as needed.
• Be available for on‑call 24x7x365 ongoing application support.
• Support the onboarding of 8‑10K end‑users in waves of districts over a roughly 18‑month period.
• Help continuously improve the day‑to‑day operations of the applications and infrastructure, ensuring that end‑users are adequately supported and that the overall system is stable, secure, and performs well.
• System monitoring, triage, research, resolution (via SOP) or escalations of tickets to Tier3; analysis of ticket types and categories to identify trends and needed improvements within the applications, infrastructure, or SOPs and KBAs; ServiceNow metrics reporting on ticket acknowledgements, resolution times and aging.

Minimum Qualifications

• Bachelor's Degree in Information Technology, Computer Science or a related field or equivalent relevant experience; Master’s Degree preferred.
• CompTIA A+ or ITIL certification preferred.
• 7‑10 years of experience in information technology, systems administration or other IT related field.
• Minimum of five (5) years of experience in application / infrastructure design, development, testing, or operations.

Other Job Specific Skills

• Technical problem solving and implementation skills in application coding, infrastructure, or automation.
• Effective communications (written and spoken).
• Coordinates and tracks well across AFS and client technical and functional teams; ServiceNow ITSM (desired not required).
• ITIL (desired not required).
• Data Analysis / Excel, T‑SQL, MSFT SQL Server, Azure SQL Databases, Database Architecture.
• Extract, Transform and Load (ETL) data.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract‑specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties" or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.