IT Support Analyst

About Auris Auris is the payroll and HR partner built for small and medium-sized businesses who can't afford to get it wrong. Trusted by over 50,000 businesses nationwide, Auris pairs easy-to-use technology with real human services to give leaders the confidence that every detail is done right - so they can focus on growing their team and their business. Acquired by Acrisure in 2025, Auris formerly Heartland Payroll is accelerating its vision to deliver seamless human-centered technology to help small businesses thrive. Summary of This Role Intermediate-level support role for our Human Capital Management (HCM) application and related product integrations. Responsible for driving timely resolution of HCM incidents escalated from the L1 Operations team. This position manages support case volume, performs in-depth troubleshooting to drive solutions within defined SLAs, coordinates triage calls and escalations, and delivers clear incident communications to internal stakeholders. The role also leads post-incident reviews to determine root cause of issues and define improvement action items as part of the Problem Management process. Additional responsibilities include assisting with defining, configuring, and interpreting application health through observability platforms (monitoring) to ensure the stability and availability of QA and Production environments. What You'll Do Troubleshoot operational issues escalated from the L1 Operations teams, delivering high-quality support over the phone, online chats / meets, or email. Manage Salesforce incident tickets volume with clear notes, robust detail, and timely status updates. Escalate issues to L3 Support as needed and open Jira tickets or Azure DevOps (ADO) tickets to document bugs. Serve in an alternating role as Incident Commander during critical incidents, leading triage calls and coordinating support teams, vendors, and other resources as needed. Provide clear and timely incident communications to the enterprise through email updates and status dashboards. Facilitate Post-Incident Review meetings with Engineering, Development, and Architecture to determine root cause of issues. Document and drive completion of improvement action items identified through the post-incident review process. Assist with specified L2 Support projects. Seeks direction from Senior Analysts for relevant tasks and associated deliverables as required. Provide support and execution of incident processes and related workflows. Provide support for tools and platforms required to troubleshoot and track issue resolution. Deliver weekly updates to team on outstanding issues, risks, and ongoing initiatives. Document, review and maintain RunBooks needed for Operations or NOC to resolve issues. Develop and maintain a Knowledge Base containing best practices, troubleshooting guides, workarounds and documented solutions. Proactively engage with Operations, Engineering, Product teams and other stakeholders to identify process gaps and improve support workflows. Build and maintain collaborative relationships with cross-functional teams to resolve issues and enhance platform stability and performance. Monitor and track metrics related to incident volume, resolution times and trends to identify improvement opportunities. Participate in a 24x7 on-call rotation to provide after-hours support for critical incidents. What Are We Looking for in this Role? Demonstrated success in a Level 1 Operations support role for Payroll or HCM systems. Confident with helping others navigate through solutions and serving as the primary point of contact to provide solutions or guidance. Strong troubleshooting and technical skills with excellent attention to detail. Ability to clearly summarize complex technical issues and articulate user impact and scope. Confident in taking command and control of incident resolution efforts, including managing triage calls, documenting progress, and communicating status updates through various channels. Calm, organized, and effective under pressure with the ability to prioritize competing tasks. Strong interpersonal skills with the ability to build rapport and collaborate effectively with Operations, Engineering, and stakeholders. Willing to challenge self and others to achieve outcomes and improve existing processes. A collaborative, service‑oriented mindset with integrity, accountability, and professionalism is essential. Exhibit a positive, professional, and service-focused demeanor. Ability to multitask, prioritize workload and adaptable with the ability to work both independently and as part of team. Demonstrate a commitment to continuous learning, coaching, and professional development. What are our Desired Skills and Capabilities? Required Human Capital Management (HCM) mid level support Strong technical skills Windows / Mac / Mobile (iOS / Android) Salesforce case management Excellent written and verbal communication skills. Desired (ability to learn quickly) Servicenow ITSM #J-18808-Ljbffr