System Support Analyst
2 days ago
Location: Indianapolis, IN
Hours/Schedule: Monday-Friday, 8:00 am - 5:00 pm (Hybrid)
Type: Contract
Overview
The System Support Analyst ensures the reliable, compliant, and effective operation of digital health software and cloud-based data systems. This role combines service management discipline with hands-on technical support, owning service issues end-to-end while coordinating across engineering, cloud providers, and enterprise technology teams. The position supports regulated environments and plays a key role in operational readiness across development through production.
Responsibilities
- Provide Tier 1 technical support for digital health applications and supporting cloud infrastructure, including issue triage, investigation, and resolution.
- Own service issues end-to-end, coordinating with internal teams, cloud vendors, and Tier 3 support to drive timely resolution.
- Support provisioning, configuration, and operation of cloud resources across AWS and Azure environments (dev, test, QA, production).
- Perform operational support for databases, storage, networking, identity/access management, and application integrations.
- Monitor and execute CAPA activities, including access reviews and secret rotation coordination.
- Create, maintain, and update validation and operational documentation to meet regulatory, quality, and audit requirements.
- Manage incidents, service requests, problems, and change requests using ServiceNow with accurate documentation and stakeholder communication.
- Support deployments and post-deployment activities, including readiness checks and operational verification.
- Track operational and project work using Jira and contribute to runbooks, SOPs, and continuous improvement initiatives.
Required
- Experience in service management or operational support within regulated or enterprise environments.
- Hands-on experience providing Tier 1 technical support for cloud-based applications.
- Working knowledge of cloud platforms, with emphasis on AWS (e.g., RDS, S3, IAM, Route 53, CloudWatch); Azure experience preferred.
- Understanding of cloud networking, identity and access management, and deployment workflows.
- Familiarity with CAPA, change management, access control, and secret management practices.
- Experience using ServiceNow for incident, request, and change management.
- Proficiency with Jira or similar issue tracking tools.
- Strong issue ownership, coordination skills, and ability to work independently in cross-functional environments.
- AWS certification (Cloud Practitioner, Solutions Architect, or equivalent).
- Experience with Python or scripting for troubleshooting or automation.
- Exposure to AI/ML-enabled or digital health applications.
- Familiarity with Infrastructure as Code tools (e.g., CloudFormation, Terraform).
- Experience with monitoring, logging, and observability tools.
- Prior support experience in regulated software or GxP environments.
Benefits
System One offers eligible employees health and welfare benefits coverage options, including medical, dental, vision, spending accounts, life insurance, voluntary plans, and participation in a 401(k) plan.
Ref: #558-Scientific
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