System Support Analyst

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Who We Are
Net2Source Inc. isn't just another staffing company, we're a powerhouse of innovation, connecting top talent with the right opportunities. Recognized for 300% growth in the past three years, we operate in 34 countries with a global team of 5,500 . Our mission? To bridge the talent gap with precision—Right Talent. Right Time. Right Place. Right Price.

Title: System Support Analyst - Magnol.Ai
Duration: 12 Months (Contract)
Location: Indianapolis, IN

Position Summary
As a System Support Analyst within the Magnol.Ai team, you will be responsible for ensuring the reliable, compliant, and effective operation of digital health software and data systems. This role blends service management discipline with hands-on technical support and requires a proactive individual who can troubleshoot cloud-based systems, own service issues end-to-end, and coordinate across multiple internal and external teams.

You will support operational readiness across development, test, QA, and production environments while maintaining compliance with regulatory and quality standards. This role requires strong technical aptitude, attention to detail, and effective collaboration with software engineers, cloud providers, security teams, and enterprise service organizations.

Key Responsibilities
• Provide Tier 1 technical support for Magnol.Ai applications and supporting cloud infrastructure, including initial triage, investigation, and resolution
• Own service issues end-to-end, coordinating with Tier 3 AWS Support, cloud vendors, and internal Client technology teams to ensure timely resolution
• Collaborate with the Magnol.Ai software development team and other Client organizations via ServiceNow to provision, configure, and support cloud resources across AWS and Azure environments (development, test, QA, production), including:
- AWS RDS databases, S3 buckets, and Route 53 hosted zones
- Entra ID service accounts and access configurations
- Azure AI Foundry resources
- Application email accounts and integrations
• Monitor and complete CAPA (Corrective and Preventive Action) items, including access management, periodic access reviews, and coordination of account secret rotations
• Create, maintain, and update validation documentation to ensure alignment with regulatory, quality, and audit requirements
• Initiate and manage service requests, incident records, problem records, and change requests using ServiceNow, ensuring accurate documentation and stakeholder communication
• Support deployment and post-deployment activities, including environment readiness checks, validation support, and operational verification
• Generate, analyze, and report on usage, incident, and change metrics to support service performance monitoring and continuous improvement
• Use Jira to track operational and project-related tasks and ensure work items are accurately captured and progressed
• Develop and maintain runbooks, SOPs, and operational documentation to improve service reliability and reduce recurring issues
• Collaborate with internal teams to support security, compliance, and continuous improvement initiatives across the Magnol.Ai platform

Qualifications
• Experience in service management or operational support within regulated or enterprise environments
• Hands-on experience providing Tier 1 technical support for cloud-based applications or platforms
• Working knowledge of cloud technologies, with emphasis on AWS (RDS, S3, IAM, Route 53, CloudWatch); Azure experience is a strong plus
• Understanding of cloud networking, identity and access management, and application deployment workflows
• Familiarity with CAPA processes, access control, secret management, and change management practices
• Experience using ServiceNow for incident, request, and change management
• Proficiency with Jira or similar issue and task tracking tools
• Strong ownership mindset with the ability to coordinate across multiple teams and vendors
• Excellent written and verbal communication skills
• Detail-oriented, proactive, and capable of balancing technical execution with documentation and compliance needs

Nice to Have
• AWS certification (Cloud Practitioner, Solutions Architect, or equivalent)
• Working knowledge of Python or other scripting languages for troubleshooting or automation
• Experience supporting AI/ML-enabled or cloud-based AI applications
• Familiarity with Infrastructure as Code tools (CloudFormation, Terraform)
• Experience with cloud monitoring, logging, and observability tools
• Prior experience supporting digital health, regulated software, or GxP systems

Work Model
Hybrid position

Why Work With Us?
We believe in more than just jobs—we build careers. At Net2Source, we champion leadership at all levels, celebrate diverse perspectives, and empower you to make an impact.

Our Commitment to Inclusion & Equity
Net2Source is an equal opportunity employer dedicated to fostering a workplace where diverse talents are valued.

Awards & Recognition
• America's Most Honored Businesses (Top 10%)
• Fastest-Growing Staffing Firm by Staffing Industry Analysts
• INC 5000 List for Eight Consecutive Years
• Top 100 by Dallas Business Journal
• Spirit of Alliance Award by Agile1

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