Technical Analyst/Support (Production support, SQL ,Incident & ServiceNow- Must)_Atlanta, GA (Onsite)

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TITLE:- Technical Analyst

LOCATION Atlanta, GA (Onsite)

DURATION 6+ Months (May get extend)

MODE OF INTERVIEW Zoom/Webex

RATE As per Market (Only Xoriant W2)

Job Description

Role Summary

The Technical Analyst II is responsible for the operational stability, data integrity, and endtoend 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 crossteam coordination to ensure uninterrupted workflows, regulatory compliance, and high customer satisfaction.

Core Responsibilities

Production Monitoring & Incident Response

• Perform daily, hourly, and twohourly 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 repushing records, retransmitting inspections, resetting statuses, and triggering retries
• Triage system alerts and automated emails, distinguishing actionable incidents from nonimpacting 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 customerspecific 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 auctionrelated 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 SOC2required 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 daytoday production health across multiple missioncritical platforms
• Acts as a technical authority for complex production issues and systemic failures
• Reduces customer impact through early detection, rapid remediation, and rootcause analysis
• Ensures compliance, audit readiness, and operational consistency across systems

Typical Characteristics (Expected for Role Scope)

• Works independently with minimal supervision
• Handles crosssystem 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 longterm fixes