Technical Analyst II

Job Description

We have 2 positions for a Technical Analyst II with one of our clients in Atlanta, GA for an initial contract duration of 9 months. No third party candidates considered for this position.

Role Summary

The Technical Analyst II is responsible for the operational stability, data integrity, and end-to-end reliability of multiple production platforms, including inspection capture, verification, delivery, auction integrations, and customer facing systems. This role performs proactive monitoring, rapid incident response, deep technical troubleshooting, and cross-team coordination to ensure uninterrupted workflows, regulatory compliance, and high customer satisfaction.

Core Responsibilities

Production Monitoring & Incident Response

• Perform daily, hourly, and two-hourly health checks across production systems, pipelines, scheduled jobs, and integrations
• Proactively identify and resolve stuck records, failed jobs, transmission errors, and processing delays
• Execute manual remediation such as re-pushing records, retransmitting inspections, resetting statuses, and triggering retries
• Triage system alerts and automated emails, distinguishing actionable incidents from non-impacting noise
• Proficient using ITSM platforms for ticketing, specifically Service NOW.

Data Integrity & Workflow Reliability

• Ensure inspection, verification, and listing data progresses correctly through capture, validation, grading, delivery, and customer visibility stages
• Investigate and resolve VIN validation errors, decoding failures, location mismatches, duplicate records, and malformed payloads
• Validate consistency of records across databases, admin tools, customer portals, and downstream delivery systems
• Maintain accuracy of reference tables, override configurations, damage codes, inspection templates, and verification rules
• Proficient with SQL and using DB IDEs.

Integrations, Deliveries & External Systems

• Monitor and validate ETL pipelines, polling queues, batch jobs, and direct system integrations
• Ensure successful delivery of inspection and verification outputs to OEMs, lenders, auctions, and external partners
• Troubleshoot failures involving SFTP/FTP, AWS S3, ADS, batch files, status files, and customer-specific endpoints
• Investigate missing, delayed, or duplicate deliveries and coordinate retransmission or escalation as needed

Customer, Partner & Internal Support

• Serve as an escalation point for customer, quality, inspector, dispatch, and auction-related issues
• Respond to and manage production support tickets, documenting findings, remediation steps, and outcomes
• Coordinate with Engineering, Product, DevOps, and external partners on defects, enhancements, and systemic issues
• Support onboarding and operational setup for new customers, locations, integrations, and workflows

Access Management & Operational Controls

• Provision and deprovision user access across supported platforms in response to HR and business requests
• Perform periodic access validation and support compliance driven access reviews
• Enforce operational guardrails around inspection deletions, overrides, and exception handling in coordination with Product Owners

Compliance, Audit & Documentation

• Execute and document SOC2-required operational checks, including delivery validation, mail confirmation, and transmission evidence
• Maintain accurate operational documentation, reference sheets, flow diagrams, and troubleshooting guides
• Archive deprecated documentation and ensure current procedures reflect production reality

Scope & Impact

• Owns day-to-day production health across multiple mission-critical platforms
• Acts as a technical authority for complex production issues and systemic failures
• Reduces customer impact through early detection, rapid remediation, and root-cause analysis
• Ensures compliance, audit readiness, and operational consistency across systems

Typical Characteristics (Expected for Role Scope)

• Works independently with minimal supervision
• Handles cross-system incidents and ambiguous production issues
• Collaborates with the team to drive efficiency
• Mentors junior analysts and helps standardize operational practices
• Identifies recurring issues and partners with Engineering to drive long-term fixes

Target Years of Exp: 5

Top 5 Must Haves:

• ITSM usage ~Service NOW
• Data analysis
• Usage of monitoring tools
• Customer service experience
• SQL