IT Production Support Analyst

In a world of possibilities, pursue one with endless opportunities. Imagine Next!

At Parsons, you can imagine a career where you thrive, work with exceptional people, and be yourself. Guided by our leadership vision of valuing people, embracing agility, and fostering growth, we cultivate an innovative culture that empowers you to achieve your full potential. Unleash your talent and redefine what's possible.

Job Description:

Parsons is seeking an IT Production Support Analyst.

In this role, you will help provide internal tech support, help manage deployments, assist with Jira administration, write basic to advanced SQL queries for ad hoc reporting, and support communications for incidents and changes. Our environment is primarily AWS-based with some on-prem datacenter footprint, using MySQL/Aurora and Oracle databases.

Due to the geographical location of the teams you'll be supporting, candidates located in the US Mountain or Pacific time zones are preferred.

What You'll Be Doing:

Internal Client Support & Production Stability
-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.

Release & Deployment Support
-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.

Jira Administration Support
-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.

SQL & Reporting
-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.

Mass Communications & Incident Updates
-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.

Required Education and Experience:

-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.

Preferred Qualifications and Experience:

-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).

Security Clearance Requirement:
None

This position is part of our Critical Infrastructure team.

For more than 80 years, our experts have designed and delivered the critical infrastructure that connects and protects communities around the world. We work in collaborative teams, both within the company and with our partners and customers, to plan, design, build, and modernize infrastructure. We take special pride in projects and solutions that improve communities as well as people's quality of life by promoting economic growth, enhancing mobility, and increasing sustainability and resiliency. Powered by our people, we provide the imagination necessary to support our customers' visions-and to help them see what's next!

Salary Range: $21.88 - $38.27

We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as 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, and gym membership discounts to fit your busy lifestyle!

This position will be posted for a minimum of 3 days and will continue to be posted for an average of 30 days until a qualified applicant is selected or the position has been cancelled.

Parsons is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status or any other protected status.

We truly invest and care about our employee's wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest-APPLY TODAY!

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