Auris · 11 hours ago
IT Support Analyst
Oklahoma City, OK
Full-time
Onsite
Mid LevelAuris is a payroll and HR partner built for small and medium-sized businesses. They are seeking an IT Support Analyst responsible for driving timely resolution of payroll and HCM issues, managing support case volume, and facilitating incident communications.
Financial Services
Responsibilities
Respond promptly and effectively to issues escalated from the Operations teams, delivering high-quality support over the phone, online chat, or email
Manage Salesforce incident tickets volume with clear notes, robust detail, and timely status updates
Escalate issues to L3 Support as needed and open Jira tickets or Azure DevOps (ADO) tickets to document bugs
Serve in an alternating role as Incident Commander during critical incidents, leading triage calls and coordinating support teams, vendors, and other resources as needed
Provide clear and timely incident communications to the enterprise through email updates and status dashboards
Facilitate Post-Incident Review meetings with Engineering, Development, and Architecture to determine root cause of issues
Document and drive completion of improvement action items identified through the post-incident review process
Assist with specified L2 Support projects. Seeks direction from Senior Analysts for relevant tasks and associated deliverables as required
Provide support and execution of incident processes and related workflows
Provide support for tools and platforms required to troubleshoot and track issue resolution
Deliver weekly updates to team on outstanding issues, risks, and ongoing initiatives
Document, review and maintain RunBooks needed for Operations or NOC to resolve issues
Develop and maintain a Knowledge Base containing best practices, troubleshooting guides, workarounds and documented solutions
Solicit feedback from Operations, Engineering, and other stakeholders to identify process gaps and improve support workflows
Build and maintain collaborative relationships with cross-functional teams to resolve issues and enhance platform stability and performance
Monitor and track metrics related to incident volume, resolution times and trends to identify improvement opportunities
Participate in a 24x7 on-call rotation to provide after-hours support for critical incidents
Qualification
Required
Demonstrated success in a Level 1 Operations support role for Payroll or HCM systems
Confident with helping others navigate through solutions and serving as the primary point of contact to provide solutions or guidance
Strong troubleshooting skills with excellent attention to detail
Ability to clearly summarize complex technical issues and articulate user impact and scope
Confident in taking command and control of incident resolution efforts, including managing triage calls, documenting progress, and communicating status updates through various channels
Calm, organized, and effective under pressure with the ability to prioritize competing tasks
Strong interpersonal skills with the ability to build rapport and collaborate effectively with Operations, Engineering, and stakeholders
Willing to challenge self and others to achieve outcomes and improve existing processes
A collaborative, service‑oriented mindset with integrity, accountability, and professionalism is essential
Exhibit a positive, professional, and service-focused demeanor
Ability to multitask, prioritize workload and adaptable with the ability to work both independently and as part of team
Demonstrate a commitment to continuous learning, coaching, and professional development
Windows / Mac / Mobile (iOS / Android)
Salesforce case management
Excellent written and verbal communication skills
Preferred
Servicenow ITSM
Datadog / Azure monitoring
Jira / Azure DevOps
Microsoft CoPilot
Basic scripting, automation
Basic code analysis
Benefits
Comprehensive medical insurance
Dental insurance
Vision insurance
Life and disability insurance
Fertility benefits
Wellness resources
Paid sick time
Generous paid time off and holidays
Employee Assistance Program (EAP)
Complimentary Calm app subscription
Immediate vesting in a 401(k) plan
Health Savings Account (HSA) and Flexible Spending Account (FSA) options
Commuter benefits
Employee discount programs
Paid maternity leave
Paid paternity leave (including for adoptive parents)
Legal plan options
Pet insurance coverage
Company
Auris
Auris™ is the payroll and HR partner built for small and medium-sized businesses who can’t afford to get it wrong.
Founded in 2014
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase