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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Digital Support Analyst - **Company:** Central Business Solutions Inc - **Location:** Frisco, TX, United States - **Contract:** Permanent contract - **Skills:** Query Performance, Application Programming Interfaces (APIs), Artificial Intelligence, Amazon Web Services, Confluence, JIRA, Microsoft Azure, Batch Processing, Cloud Computing, Databases, DevOps, Digital Technology, Release Management, Runbook, Salesforce.Com, Datadog, Google Cloud, Cloud Platform System, Grafana, Backend, Low Latency, Atlassian Tools, Performance Monitor, Bitbucket, Splunk, Dynatrace, Servicenow - **Published:** July 17, 2026 - **Apply:** https://www.dice.com/job-detail/b102c339-c223-4de8-884e-edff3e15941e ## About the Role · 3-6 years of experience in application support, production support, or digital operations. · Strong troubleshooting experience in complex, integrated environments. · Hands-on experience with: o Monitoring/APM tools (Datadog, Dynatrace, Splunk, etc.) o Incident management platforms (ServiceNow preferred) · Ability to interpret: o Logs, APIs, and system metrics o Performance and error patterns · Solid understanding of ITIL processes (Incident, Problem, Change). --- Preferred Qualifications · Experience in cloud environments (Google Cloud Platform, Azure, or AWS). · Exposure to CI/CD pipelines and DevOps practices. · Familiarity with: o CRM platforms (e.g., Salesforce, Dynamics) o Job orchestration/batch processing tools · Experience in high-availability, customer-facing digital systems. --- Key Competencies · Strong analytical and diagnostic mindset · Ability to move beyond escalation to true problem investigation · Curiosity and ownership in understanding root causes · Effective communication in high-pressure incident scenarios · Ability to work across applications, infrastructure, and QA domains ## Description We are seeking a highly motivated Digital Support Analyst (Level 1.5/Level 2) to help establish a modern, structured digital support and services model. This role will serve as a critical triage and diagnostic layer between the service desk (L1) and engineering teams (L3), transforming support from a reactive intake function into a proactive, insight-driven operations capability. Reporting to the Director, Digital Service Management & Operations, this role will focus on incident triage, monitoring, troubleshooting, and release-aware diagnostics across a complex, integrated application and cloud environment. --- Context & Mission The current support model operates as a broad, centralized intake layer covering end-user support, applications, and cloud infrastructure, but lacks: · Dedicated monitoring ("eyes-on-glass") · Structured triage and diagnostic capability · Deep technical ownership at the L1/L2 layers This role is designed to: · Introduce structured L1.5/L2 triage and investigation · Improve incident quality and escalation effectiveness · Enable proactive monitoring and operational stability · Support a high-frequency release environment --- Key Responsibilities 1. Incident Triage & Technical Investigation (Core Focus) · Act as the primary L1.5/L2 triage layer, analyzing alerts, incidents, and system anomalies. · Perform initial troubleshooting and diagnostics before escalation to L3 teams. · Develop structured problem statements with actionable insights for engineering teams. · Interpret and analyze: o API responses and endpoint behavior o Application errors (e.g., HTTP 500s) o Latency and performance degradation o Infrastructure and database indicators (CPU, memory, query performance) · Participate in incident bridge calls, providing real-time technical insights. --- 2. Monitoring & "Eyes-on-Glass" Operations · Support the development of a dedicated monitoring capability. · Continuously monitor systems using observability/APM tools (e.g., Datadog, Google Cloud Platform, Idera). · Correlate alerts and identify patterns, anomalies, and early warning signals. · Shift operations from reactive escalation * proactive issue detection and prevention. --- 3. Cross-Functional Troubleshooting · Investigate issues across integrated front-end, back-end, and cloud platforms (e.g., Google Cloud Platform environments). · Perform cross-stack analysis, recognizing that issues may span multiple systems. · Provide context-aware insights (e.g., dependency-related failures like external platform issues). --- 4. Release-Aware Support & QA Mindset · Collaborate with the Release Manager and DevOps teams on frequent (multi-weekly) releases. · Correlate incidents with: o Recent deployments o Configuration changes o Feature rollouts · Apply a QA-oriented mindset to validate system behavior post-release. · Support hypercare and post-release monitoring activities. --- 5. Runbooks, Knowledge & Process Maturity · Execute and continuously improve runbooks and standard operating procedures (SOPs). · Document: o Troubleshooting steps o Known issues o Root cause indicators · Drive standardization of triage and escalation processes. · Contribute to problem management lifecycle and post-incident reviews (PIRs). --- 6. Service Management & ITIL Alignment · Operate within ServiceNow (incident, change, and problem management) and Atlassian (JIRA, Confluence, Bitbucket). · Improve: o Ticket quality o Categorization and prioritization o Escalation readiness · Support CAB readiness activities by providing operational insights. · Contribute to defining an L1-L2-L3 escalation framework. --- 7. 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