IT Operations Support Analyst

Location: San Salvador; evening schedule aligned with North American operational support needs

Company

hirify.global provides professional services to middle-market clients globally.

What you will do

• Provide evening operational support and incident response for North American business operations.
• Perform L2/L3 triage and advanced troubleshooting for enterprise applications, Assurance applications, systems, and services.
• Investigate processing, configuration, permissions, authentication, user access, and engagement-related issues.
• Use SQL queries, data validation, application logs, system events, error messages, and monitoring information to diagnose incidents.
• Manage and prioritize incidents and service requests in ServiceNow, own issues through resolution, and communicate with users and stakeholders.
• Escalate complex issues, maintain operational documentation, support testing and deployments, and recommend improvements that reduce recurring incidents.

Requirements

• Three or more years of experience in enterprise application support, IT operations, Service Desk escalation support, or a similar role preferred.
• Experience supporting enterprise applications and troubleshooting application, system, infrastructure, and user access issues in a corporate environment.
• Working knowledge of Microsoft 365, Windows operating systems, ServiceNow or a similar IT service management platform, and remote support or monitoring tools.
• Ability to perform basic SQL queries and data validation, review application logs, and troubleshoot authentication, permissions, role assignments, provisioning, and system errors.
• Knowledge of networking fundamentals including DNS, VPN, TCP/IP, and connectivity troubleshooting.
• Ability to work an evening schedule aligned with North American operational support needs, including additional hours when required.

Nice to have

• Experience supporting Assurance, Audit, Tax, engagement management, workflow-based, or professional services applications.
• Experience troubleshooting engagement processing and configuration issues.
• Experience working with Development and Infrastructure teams and supporting users across multiple geographic regions.
• Experience providing after-hours, evening, or global production support.

Culture & Benefits

• Competitive benefits and compensation package.
• Flexible scheduling to help balance personal commitments and client service needs.
• Inclusive environment focused on professional growth, collaboration, and service excellence.
• Equal opportunity and reasonable accommodation are available during the recruitment process.