Sr IT Support Analyst

Support Analyst

At Alight, we believe a company's success starts with its people. We champion people, help our colleagues grow with purpose and encourage colleagues to "Be Alight." Our values include being empathetic, inspired by our higher calling of improving lives, and acting with integrity to empower others. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management, and navigation. With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

About the Role

The Support Analyst is responsible for 24X7 customer support for Leave of Absence Management software platforms, including troubleshooting and resolving incoming issues. Responsibilities include providing application support for proprietary Leave of Absence Management software products while adhering to Alight's established SLAs, troubleshooting incoming applications/products incidents, working with development teams to provide information on defects and workflow for issues reported, utilizing monitoring systems and proactive measures to minimize unacceptable performance, working closely with multiple shared services units to ensure end-to-end visibility and optimal tuning of alerts/notifications, acting as liaison between internal/external customers and resolution of requests/issues, establishing partnerships with providers of server, storage, network, platform services, systems management, incident, problem, and change management, and supporting on-call rotation.

Requirements

Demonstrate three years of experience with .NET core. Three years of experience AWS or other Cloud provider experience required. Possess in-depth knowledge with system tools such as New Relic, Elasticsearch, App Dynamics, or Splunk required. Demonstrate experience with SQL Server including writing complex ad-hoc queries. Possess knowledge of ITIL and service-based delivery models with 7x24x365 operations. Participate in a weekly on-call rotation which includes nights, weekends, and holidays. Provide customer service to positively influence other team members and partners. Ability to clearly and concisely communicate across technical and non-technical audiences.

Flexible working is available so that you can be your best at work and home. Alight has been a leader in the flexible workspace and "Top 100 Company for Remote Jobs" 5 years in a row.

Benefits

We offer programs and plans for a healthy mind, body, wallet, and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training, as well as a number of voluntary benefit options.

Our commitment to inclusion celebrates differences and believes in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. As part of this commitment, Alight will ensure that people with disabilities are provided with reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact alightcareers@alight.com.