[Remote] IT Production Support Analyst

Note: The job is a remote job and is open to candidates in USA. Parsons is a company dedicated to designing and delivering critical infrastructure solutions. They are seeking an IT Production Support Analyst to provide internal tech support, manage deployments, assist with Jira administration, and write SQL queries for reporting purposes.

Responsibilities

• Provide Tier 2 support to internal users for production applications and tools
• Troubleshoot and triage user, application, and access issues; escalate to senior team members or developers when needed
• Log, track, and update incidents and requests in Jira
• Contribute to documentation and knowledge base articles for common issues and fixes
• Assist in planning and executing application deployments and configuration changes in coordination with senior team members
• Follow deployment runbooks/checklists and help verify successful releases
• Support basic post-deployment validation and help identify issues that may require rollback or hotfixes
• Help maintain Jira projects, boards, workflows, and fields under guidance from more senior admins
• Create and update filters, dashboards, and simple reports for internal teams
• Ensure tickets are properly categorized, assigned, and kept up to date
• Write basic to advanced SQL queries against MySQL/Aurora and Oracle databases to support ad hoc reporting and data lookups
• Work with business stakeholders to clarify reporting needs and ensure data accuracy
• Document commonly used queries and reports for reuse
• Draft and send clear, concise communications for incidents, planned maintenance, and deployments, using existing templates
• Maintain and update email distribution lists and communication channels
• Support incident communication (status updates, resolution notices, post-incident summaries) in partnership with senior team members

Skills

• 1–2 years of experience in Production Support, Application Support, IT Support, or a similar technical support role (internships and co-op experience welcome)
• Experience with SQL (e.g., writing queries with joins, filters, and aggregates)
• Exposure to AWS concepts (e.g., EC2, RDS, CloudWatch) or other major cloud providers
• Experience using a ticketing or work-tracking tool (e.g., Jira, ServiceNow, Zendesk, etc.)
• Strong troubleshooting mindset and curiosity about how systems work end to end
• Clear written and verbal communication skills, especially when explaining issues to non-technical users
• Customer-service oriented; comfortable supporting internal users
• Detail-oriented and organized; able to manage multiple tickets and tasks
• Willing to learn, ask questions, and seek guidance when needed
• Calm under pressure, especially during incidents or tight timelines
• Collaborative, with a desire to work closely with support, operations, and development teams
• Basic scripting skills (e.g., Bash, PowerShell, or Python) for simple automation or tooling
• Understanding of basic ITIL concepts (incident, request, change, and problem management)

Benefits

• Health
• Vision
• Dental
• Employer paid provincial care premiums
• Defined Contribution Pension Plan (DCPP)
• Tax-Free Savings Account (TFSA)
• Registered Retirement Savings Plan (RRSP)
• Life insurance
• Paid time off
• Sick leave
• All province observed holidays off
• Gym membership discounts

Company Overview

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