System Support Analyst

Job Summary:

• As a System Support Analyst within the Magnol.Ai team, you will be responsible for managing service operations that support digital health software and data systems.
• This includes monitoring and completing CAPA (Corrective and Preventive Action) items, coordinating access management and account Product rotations, supporting operational needs, initiating change requests, generating usage and change metrics, and maintaining validation documentation.
• You will also utilize Jira tools to track tasks, ensure requirements and tasks are accurately captured, and use ServiceNow to capture and ensure timely resolution of service-related issues.
• The role requires a detail-oriented and proactive approach to ensure compliance, service continuity, and audit readiness.

Duties and Responsibilities:

• Monitor and complete CAPA items, including access management and periodic access reviews.
• Coordination of account Product rotations.
• Maintain and update validation documentation to ensure alignment with regulatory and quality standards.
• Provide operational support to the Magnol.Ai team across service workflows.
• Create and manage change requests for system updates and improvements.
• Generate and analyze usage and change metrics to support service performance and reporting.
• Use Jira/ServiceNow tools to manage service tasks, track CAPA progress, and coordinate change requests.
• Collaborate with internal teams to support compliance, security, and continuous improvement initiatives.
• Collaborate with the Magnol.Ai software development team and other Client organizations (via ServiceNow) to provision resources such as RDS databases, S3 buckets, Route 53 hosted zones, Entra ID service accounts, Azure AI Foundry, and application email accounts across AWS and Azure environments (dev, test, QA, production) to support deployment and monitoring of Magnol.Ai applications.

Education and Experience:

• 1-3 years of experience required.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience in service management within regulated or enterprise environments.
• Experience in cloud resource provisioning and configuration in multi-cloud environments (AWS, Azure), with strong understanding of networking, identity management, and application deployment workflows.

Required Skills & Knowledge:

• Familiarity with CAPA processes, access control, and change management.
• Knowledge of validation documentation practices and audit requirements.
• Proficiency in Jira or similar task management tools.
• Strong analytical skills and experience with metric reporting tools.
• Excellent communication and coordination abilities.
• Ability to work independently and collaboratively across technical and operational teams.