Technical Analyst II

PamTen

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

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Vacancy posted 5 days ago

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