Resource Management Solutions Support Associate

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 Resource Management Solution Support Associate is responsible for providing business and technical support for the Dayshape platform, ensuring stable operations, accurate data integrations, and a high-quality user experience. This role develops a deep understanding of the business vision, goals, and operational needs of the Dayshape program while supporting testing, enhancements, and ongoing production support. The associate partners closely with product leadership, and resource management stakeholders to monitor integrations, resolve data and system issues, and support continuous improvement of enterprise resource management capabilities.
 

Dayshape Solution Support

• Provide Level 3 support for the Dayshape solution, including incident resolution, root cause analysis, and coordination with IT and vendors.
• Perform daily monitoring and review of integration logs between Dayshape and upstream/downstream systems (e.g., Workday) to ensure successful data synchronization.
• Triage and investigate integration, data, and system errors; escalate issues as appropriate and track through resolution.
• Maintain and manage Dayshape administrative data, including users, user groups, subfunctions, cost rates, skills, and natural working teams (in support of system administration).
• Support maintenance and migration of unlinked projects to linked projects in coordination with system administrators.
•  Monitor support metrics and trends and participate in regular ticket review meetings with product leadership to identify risks and improvement opportunities.

Testing & Quality Assurance

• Support and execute functional testing for Dayshape enhancements, integrations, configuration changes and enterprise technology initiatives.
• Execute test cases; document and communicate testing results to stakeholders.
• Support regression testing for integrated systems when changes occur to upstream or downstream platforms.

Functional Business Analysis & Product Support (15–20%)

• Provide supplemental support for data mapping, backend system analysis, and microservice-level understanding related to product enhancements.
• Support product owners, product leads, and business stakeholders to translate business needs into functional requirements.
• Assist with configuration and setup of Dayshape functionality in test and production environments.

Documentation, Knowledge Management & Process Improvement

• Develop, maintain, and update support documentation, knowledge articles, and standard operating procedures for Dayshape support and administration.
• Maintain repositories for manual uploads and reference files used in platform operations.
• Identify opportunities to improve support processes, testing practices, and operational workflows.
   

EDUCATION/CERTIFICATIONS

• Bachelor's degree in business or a related field + relevant work experience

TECHNICAL/SOFT SKILLS

Required qualifications

• Microsoft Office proficiency, including data modeling, analysis, and visual presentation development
• Excellent oral and written communication skills including email and technical writing
• Ability to analyze and document backend system information, including data mappings
• Great attention to detail and quality
• Genuine interest and strong aptitude for use of technology
• Ability to assist application users with troubleshooting and provide expedited ticket resolution for time sensitive issues
• Ability to effectively interact with people on an individual or team basis

Preferred qualifications

• Knowledge of ticket tracking systems
• Knowledge of defect tracking processes, testing methodologies, and support ticketing systems.

EXPERIENCE

• Minimum of 1-3 years relevant work experience in an entry level technical support or business analyst role
• Experience supporting enterprise software products and/or operational business process improvement.

LEADERSHIP SKILLS

• Ability to work within a team environment on concurrent projects and activities required

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/india.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 Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel 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].