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 [email protected].
Skills Required
- Associate degree in Information Systems, Computer Science, Business, or a 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
- Experience troubleshooting application, system, infrastructure, and user access issues in a corporate enterprise environment
- 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
- Understanding of 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
- Strong analytical, critical-thinking, and problem-solving skills
- Ability to work independently, make sound troubleshooting decisions, and manage competing priorities with limited supervision
- Strong written and verbal communication skills for technical and non-technical audiences
- 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
- Experience supporting Assurance, Audit, Tax, engagement management, workflow-based, or 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, evening, or global production support
RSM US LLP Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about RSM US LLP and has not been reviewed or approved by RSM US LLP.
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Parental & Family Support — Parental leave, caregiver leave, and family‑building assistance are standout strengths, including 12 weeks fully paid parental leave, six weeks paid family caregiver leave, up to $50,000 in fertility coverage, and up to $20,000 per child for adoption or surrogacy, plus backup care resources. These benefits create a family‑forward package that stands out within the firm’s total rewards.
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Leave & Time Off Breadth — Time‑off options are broad, with self‑managed PTO for associates and above, at least 14 paid holidays, and firm‑wide wellbeing days alongside hybrid work flexibility. This breadth is consistently presented as a strong component of the overall offering.
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Healthcare Strength — Medical coverage includes multiple plan designs (two HDHPs and a PPO), telehealth access, and a mental‑health platform offering up to eight free 1:1 sessions per year. Health benefits are characterized as solid to strong for the industry.
RSM US LLP Insights
What We Do
RSM is the leading provider of audit, tax and consulting services to the middle market. With over 11,000 employees across the U.S. and Canada and a global presence in 120 countries, our purpose is to deliver the power of being understood to our clients, colleagues and communities. As first-choice advisors, we are focused on developing leading professionals and innovative services to meet our clients’ evolving needs in today’s ever-changing business environment. Through a supportive, caring culture, our people are empowered to be their authentic selves and share their unique perspectives. Our culture of diversity and inclusion enhances the insights we provide while transforming innovation, collaboration and business results through fostering an inclusive environment, working hard to engage a talented workforce and reflect our diverse community, and developing relationships that serve others in business and the broader community. Together, our people’s individual talents and diverse perspectives strengthen our teams and enhances the unique insights that we provide to our clients. Through a supportive, caring culture, our people are empowered to be their authentic selves and share their unique perspectives. Our culture of diversity and inclusion enhances the insights we provide while transforming innovation, collaboration and business results through fostering an inclusive environment, working hard to engage a talented workforce and reflect our diverse community, and developing relationships that serve others in business and the broader community. Together, our people’s individual talents and diverse perspectives strengthen our teams and enhances the unique insights that we provide to our clients. For more information, visit rsmus.com.
