We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.
The IT Operations Support Analyst provides evening operational support for enterprise applications, systems, and services supporting North American business operations. The role serves as an escalation point for incidents and service requests requiring advanced troubleshooting and analysis beyond initial Service Desk support.
The analyst investigates application issues, engagement-related problems, access and permission concerns, data validation requests, and operational incidents. This position works closely with Service Desk, Development, Infrastructure, Engineering, and Business teams to drive issues to resolution while maintaining strong customer service and operational stability.
Essential Duties:
• Provide evening operational support and incident response coverage for North American operations.
• Perform L2/L3 triage and advanced troubleshooting of incidents escalated from the Service Desk.
• Support Assurance applications and related enterprise business systems.
• Investigate and troubleshoot engagement-related issues, including processing, configuration, permissions, and user access concerns.
• Perform basic SQL queries, data validation, and data troubleshooting to assist with issue diagnosis and resolution.
• Analyze application logs, system events, error messages, and monitoring information to identify root causes and resolution paths.
• Support user provisioning, role assignments, and security access requests within established processes.
• Monitor and prioritize incidents and service requests in ServiceNow based on business impact and urgency.
• Own assigned incidents through resolution and provide timely, clear communication to users and stakeholders.
• Escalate complex issues to Development, Infrastructure, or Engineering teams with documented findings and troubleshooting results.
• Create and maintain knowledge base articles, troubleshooting guides, and operational documentation.
• Identify recurring issues and recommend process improvements that reduce incidents and improve service delivery.
• Participate in application testing, deployments, upgrades, and other operational support activities as required.
Technical Skills:
• Experience supporting enterprise applications and business-critical systems.
• Working knowledge of Microsoft technologies, including Microsoft 365 and Windows Operating systems.
• Experience managing incidents and service requests through ServiceNow or a similar IT service management platform.
• Ability to perform basic SQL queries and data validation for troubleshooting purposes.
• Understanding application authentication, permissions, role assignments, and user provisioning concepts.
• Experience reviewing application logs and troubleshooting system-generated errors.
• Knowledge of networking fundamentals, including DNS, VPN, TCP/IP, and connectivity troubleshooting.
• Experience using remote support and monitoring tools in a corporate environment.
Qualifications:
• Strong analytical, critical-thinking, and problem-solving skills.
• Demonstrated ability to work independently, make sound troubleshooting decisions, and manage competing priorities with limited supervision.
• Strong written and verbal communication skills, including the ability to explain technical information to technical and non-technical audiences.
• Customer-focused mindset with a commitment to service excellence and operational ownership.
• Ability to collaborate effectively with geographically distributed teams.
• Ability to work an evening schedule aligned with North American operational support needs, including additional hours when required.
Education and Experience
• Associate degree in Information Systems, Computer Science, Business, or related field, or equivalent professional experience.
• Three or more years of experience in enterprise application support, IT operations, Service Desk escalation support, or a similar role preferred.
• Experience troubleshooting application, system, infrastructure, and user access issues in a corporate enterprise environment.
Preferred Experience:
• Experience supporting Assurance, Audit, Tax, engagement management, workflow-based, or other professional services applications.
• Experience troubleshooting engagement processing and configuration issues.
• Experience working with Development and Infrastructure teams to resolve application incidents.
• Experience supporting users and operations across multiple geographic regions.
• Experience providing after-hours, evenings, or global production support.
At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits https://rsmus.com/careers/el-salvador.html.
RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Salvadoran Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.
Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at careers@rsmus.com.
About RSM
RSM is a leading global network of assurance, tax and consulting advisors focused on helping businesses navigate change and realize their full potential. With more than 56,000 professionals across more than 120 countries, RSM combines global reach with a distinctly client-centric approach, taking the time to understand each organization’s unique challenges, ambitions and opportunities.
At the heart of RSM’s model is a simple belief: clients need more than technical expertise. They need advisors who understand their business, anticipate what’s ahead and help them move forward with confidence. This commitment to delivering a personalized experience, grounded in deep industry and business knowledge, is reflected in RSM’s promise to instill confidence in a world of change.
RSM US LLP, a member of the global RSM network, brings this approach to the U.S. middle market. As the fifth-largest accounting firm in the United States, RSM US has grown from its founding in 1926 to more than 21,000 professionals serving clients across 119 locations in the US, Canada, the UK, and Ireland with additional offices across its international footprint.
Together, RSM’s scale, specialized expertise and understanding of the middle market position the firm to help clients address today’s most pressing challenges while building for what comes next.
Military Support
VALOR (Veterans and Allies Leading Outreach) is RSM’s employee network group dedicated to strengthening the recruitment, retention, development and success of veterans, active and reserve military members, military spouses, families and allies. Through connection, advocacy and professional development, VALOR creates a community where military-connected professionals can build meaningful relationships, advance their careers and bring the unique skills and experiences gained through service to RSM and its clients.
VALOR champions the continued growth and success of its members by connecting them to resources, mentorship, networking and leadership opportunities across RSM. Members share career and military-related resources, advocate for one another and provide a strong network of support, including for colleagues continuing to serve when military commitments or deployments take them away from the workplace.
Beyond RSM, VALOR extends its impact into local communities and the broader military-connected ecosystem through regional and national strategic business alliances, events and initiatives. These efforts create opportunities for professional development, leadership growth, networking, business development and community engagement, while helping RSM attract and retain exceptional military-connected talent.
At its core, VALOR is about turning the strengths of military service into lasting impact for our people, our clients and the communities we serve.
Internships and RSM Excellence Academy
At RSM, you’ll be valued as an individual while interning with our firm. We recognize your accomplishments and unique potential, and mentor you as a future leader. By working directly with RSM professionals and leaders, you’ll move quickly along the learning curve to jump-start your career in accounting, consulting, tax, or operations.
Internships include orientation and training where interns will be prepared to work in client service through a combination of formal and informal training. Interns will receive hands-on experience working with a variety of clients, while teaming up with RSM colleagues and leaders. RSM will provide interns with lunch-and-learn workshops, sporting events, and community service projects. Interns will gather with their peers and co-workers to develop both personally and professionally. Interns will be paired with both a navigator and a career advisor to help transition into their new role. The navigator is a peer aligned with you to help with questions. The career advisor ensures your experience meets your expectations and that you’re doing the right things to work toward that job offer.
The RSM Excellence Academy consists of a three-day summer leadership conference with a stipend and the opportunity to participate in an internship with RSM during the following summer. The Excellence Academy is open to all qualified students who are three years from graduation. The Excellence Academy is designed to align with RSM’s strategic pillar of driving an unrivaled, inclusive culture and talent experience. We recognize efforts of inclusivity and intend to develop outstanding business, accounting, and technology students for internships and full-time employment. Participants will have an opportunity to build relationships that will assist them in their educational and career development. We hope that this experience will provide students with an overall understanding of the professional services industry, RSM’s culture, and the advantages of working in the middle market.