Technical Analyst

About the Opportunity

Our client is seeking a resource to support their Operational Continuity team that can play a pivotal role in evolving the organization’s enterprise incident management and operational response capabilities, with a primary focus on the implementation, integration, administration, and optimization of the platform. This role is hybrid (3 days in office / 2 days remote). Remote work must be performed within the United States.

This role will partner closely with infrastructure, application support, engineering, cybersecurity, business resiliency, and service management teams to enhance incident response capabilities, improve operational resiliency, and mature enterprise response workflows through automation, integrations, operational tooling, and standardized processes.

The ideal candidate will possess strong experience with incident management platforms, operational tooling integrations, workflow automation, enterprise IT operations, and cross-functional collaboration within fast-paced operational environments.

Key Duties/Responsibilities:

• Support the implementation, configuration, administration, and ongoing optimization of the platform
• Configure, maintain, and support PagerDuty operational components including, but not limited to, escalation policies, schedules, services, responder workflows, event orchestration rules, automated response workflows, and other operational platform capabilities
• Design, implement, maintain, and troubleshoot integrations between PagerDuty and enterprise platforms including, but not limited to ServiceNow, Microsoft Teams, Zoom, observability and monitoring platforms, cloud-native tooling, and operational telemetry systems
• Collaborate with cross-functional teams to improve operational response coordination, stakeholder engagement, and incident mobilization processes
• Identify opportunities for automation, alert enrichment, event correlation, telemetry improvements, and operational efficiency gains
• Assist with onboarding applications, support teams, and operational services into PagerDuty and related workflows
• Create and maintain technical documentation, operational procedures, runbooks, knowledge articles, onboarding guides, training materials, and other supporting operational documentation
• Facilitate knowledge transfer sessions, operational walkthroughs, and training activities for support and engineering teams
• Troubleshoot and resolve platform configuration, integration, workflow, and alerting issues across connected systems

Qualifications:

• Hands-on experience with PagerDuty administration, configuration, integrations, or operational support
• Familiarity with enterprise operations tooling and observability platforms
• Familiarity with scripting or automation technologies such as Python, JavaScript, PowerShell, REST APIs, or similar
• Experience improving platform resiliency, as well as incident response and resolution
• Proficiency in using Terraform templates
• Ability to document requirements and specifications
• Strong troubleshooting, analytical, organizational, and problem-solving skills

Competencies:

• Ownership of complex issues and following through to resolution
• Effective time management and ability to prioritize multiple responsibilities
• Confident self-starter who demonstrates initiative and influence
• Processes work accurately and in a timely manner
• Knowledge of ITIL processes
• Ability to utilize business and technology skills effectively
• Personal integrity
• Strong communication and listening skills
• Team-oriented mindset
• Analytical thinking and decision-making abilities

Minimum Requirements:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field, or equivalent work experience
• 3 years of experience supporting enterprise operational tooling, incident management platforms, IT service management solutions, or operational support environments
• Excellent verbal and written communication skills with the ability to communicate to both technical and non-technical audiences
• Must work from office a minimum of 3 days per week

About Us:

Brooksource, Medasource, and Calculated Hire are part of the Eight Eleven Group family of companies and operate under Eight Eleven Group, LLC. All employees receive the same benefits, policies, and terms of employment.

EEO Statement:

We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, military or veteran status, citizenship, pregnancy (including childbirth, lactation, and related conditions), or any other protected status in accordance with applicable federal, state, and local laws.

Benefits & Perks:

Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.

Pay Disclaimer:

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience,