The Service Desk Analyst II plays a key role in delivering exceptional technology support and customer service to SunStream employees and clients, providing advanced technical support for applications, workstations, mobile devices, peripherals, and other end-user technologies while serving as an escalation point for complex issues.
Locations (2)
St. Paul, Minnesota, United States
Minnesota, United States
Compensation
competitive salary and bonus package
Responsibilities
Resolve incidents and service requests within SLA expectations, including onboarding and offboarding activities.
Provide advanced support for applications, devices, peripherals, and meeting room technologies.
Serve as a Tier II escalation resource for Service Desk team members.
Participate in an on-call rotation to support customer technology issues.
Assess, prioritize, troubleshoot, and resolve technical issues with a customer-first approach.
Lead and manage IT support and infrastructure for a 24/7 BPO contact center in Davao City.
Compensation
Monthly Salary: PHP 45,000–55,000, depending on experience and qualifications.
Responsibilities
Oversee day-to-day IT operations supporting a 24/7 contact center environment
Maintain availability, reliability, and performance of servers, firewalls, desktops, laptops, networks, Wi-Fi, internet connectivity, VPNs, printers, and other IT infrastructure
Monitor infrastructure health and proactively identify potential risks
Coordinate planned maintenance and infrastructure changes with Operations to minimize business disruption
Maintain appropriate backup, redundancy, and disaster recovery arrangements
Requirements
Bachelor's degree in Information Technology, Computer Science, Electronics, Engineering, or a related discipline
Nice to have: Experience supporting a Call Center, Contact Center, BPO, or other 24/7 operational environment
Provide Tier 1–2 support to IJM staff globally, troubleshoot hardware and software issues, manage user accounts, and develop training materials as part of the Global Technology Services team.
Responsibilities
Provide Tier 1 and Tier 2 support for IT services and applications
Troubleshoot hardware and software issues including Windows, macOS, Microsoft 365, SharePoint, LAN/WAN, and network/cloud printing
Support deployment and configuration of Apple and Android mobile devices
Document tickets and troubleshooting steps in ServiceNow
Configure and set up new Windows and MAC desktop and laptop hardware
Requirements
Bachelor's degree in information technology or related field
Provide day‑to‑day functional and technical support for a Salesforce‑based application integrated with an Electronic Health Record system.
Responsibilities
Provide responsive, day‑to‑day functional and technical support for users of the Salesforce‑based application.
Investigate incidents, service requests, and application questions to determine whether issues involve Salesforce configuration, application data, user access, workflows, the EHR, or system integrations.
Resolve issues within the scope of the role and coordinate with EHR, integration, infrastructure, development, vendor, and other technical resources when escalation is needed.
Configure and maintain Salesforce fields, forms, page layouts, picklists, validation rules, user accounts, roles, permissions, and other declarative application components.
Implement minor enhancements using standard Salesforce configuration tools while evaluating potential impacts to existing functionality, workflows, data, and integrations.
Requirements
Associate or bachelor’s degree in Information Technology, Computer Science, Business Information Systems, Healthcare Information Technology, or a related field; an equivalent combination of education and relevant experience may be considered.
Nice to have: Salesforce Certified Administrator certification
Nice to have: Supporting Salesforce applications in a healthcare environment
Lead complex transition, onboarding, and transformation programs across Cloud Infrastructure and Security Services, ensuring service continuity, operational readiness, and smooth handover to steady-state operations.
Responsibilities
Own transition and transformation plan across scope, workstreams, milestones, dependencies, risks, resources, acceptance criteria, and governance cadence
Lead mobilization, discovery, due diligence, solution handover, onboarding, operational readiness, and transition-to-run activities
Translate contractual scope, solution assumptions, customer commitments, and delivery obligations into a practical execution plan
Define and manage stage gates, entry and exit criteria, governance forums, escalation routes, and transition controls
Ensure transition plans are realistic, dependency-led, and aligned with customer timelines, delivery readiness, and agreed outcomes
Lead EFG’s database administration function and be accountable for the availability, security, performance, resilience, and lifecycle management of the bank’s database platforms.
Responsibilities
Lead, coach, and develop the DBA team
Own the operational delivery and lifecycle management of the bank’s Oracle, SQL Server, MySQL, PostgreSQL and Azure database services
Define, implement, and enforce standards for database architecture, engineering, security, backup and recovery, monitoring, patching, and performance
Ensure database availability, resilience, capacity, and recoverability
Lead incident, problem, and change management activities for database services
Requirements
Bachelor’s degree in Computer Science, Information Technology, or a related field
Postgraduate degree and/or relevant professional certifications in database technologies or cloud platforms
Nice to have: Azure data services
Nice to have: Hybrid and cloud migration scenarios
Lead L2/L3 support and development for SAP BTP Smart Data Integration, managing incidents, enhancements, and operational reporting across a global team.
Responsibilities
Provide L2/L3 support for SAP BTP SDI, including incident management, service requests, problem management, and change implementation.
Monitor and support SDI replication landscape, including DP Agents, adapters, replication tasks, remote subscriptions, and flowgraphs.
Investigate and resolve interface failures, data replication issues, latency concerns, and integration defects.
Perform root cause analysis and collaborate with Basis, Middleware, API, and BTP Integration teams to restore services.
Deliver minor enhancements, configuration changes, and small project work within the Core + Flex demand model.
Requirements
Bachelor's degree in Computer Science, Information Technology, or related field
Nice to have: SAP BTP Integration Suite (iFlows)
Nice to have: SAP CAP (Cloud Application Programming Model)
Provide second‑level support for mission‑critical systems, ensuring stability, security, and operational continuity.
Responsibilities
Ensure operational maintenance and continuity of systems following their entry into operations
Provide second‑level support, analyzing and resolving incidents, problems, and service requests
Perform corrective, adaptive, preventive, and perfective maintenance activities
Monitor system health and performance using observability tools
Collaborate with DevSecOps Engineers on deployments, automation improvements, and environment optimization
Requirements
Nice to have: ITIL Foundation or higher certification
Nice to have: Relevant Linux administration certification
Nice to have: Relevant container‑orchestration or Kubernetes certification
Nice to have: Experience supporting cloud‑native and containerized production environments
Nice to have: Previous experience supporting large‑scale or mission‑critical systems within European institutions, public‑sector organizations, or other highly regulated environments
Transition and Transformation Project ManagerZensar · Pune, India
SAP BTP SDI Support & Development LeadCognizant