TaskUs—IT Applications Support

Job description

Description: About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world. What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First. IT Application Support Role Overview As an IT Application Support specialist, you serve as the Level II Support bridge connecting end-users, IT Service Desk (L1), and core technical teams (Developers, DBAs, ETL Data Engineers, and Workforce Management). You will solve complex application challenges, monitor SQL database jobs, modify SQL scripts, collaborate on outage escalations, and propose continuous system enhancements. This role supports round-the-clock global operations and requires flexibility for a 24/7 rotating shift schedule. Key Responsibilities - L2 Escalation & Support: Serve as the primary L2 escalation point for internal and cloud corporate applications (HCM, Financials, Recruiting, Payroll, Leave Accruals) using ServiceNow and Jira. - Dev, DBA & Cross-Functional Collaboration: Partner with L3 Developers, DBAs, ETL Data Engineers, and Workforce Management (WFM) to investigate system issues, monitor data feeds, execute/verify stored procedures, modify SQL scripts, and resolve incidents. - ETL & WFM Integrations: Partner with ETL teams to troubleshoot data pipelines and reporting workflows. Collaborate with WFM teams on shift/leave accrual syncs, timekeeping integrations, and automated feed files. - Database Operations & Job Monitoring: Actively check SQL Server job executions, inspect automated tasks/feedfiles, and modify SQL scripts to resolve data sync errors or backend issues. - Outage & Incident Management: Partner directly with Incident Management (NOC IM) during production outages. Participate in comms bridges, provide regular escalation updates (every 30 mins to 4 hours based on severity), and draft Initial Root Cause Analysis (RCA) documents. - L1 Support Enablement: Conduct regular sync calls and coaching sessions for Level 1 Service Desk reps to improve initial troubleshooting, intake requirements, and ticket escalation quality. - Continuous Improvement: Track recurring issue trends and propose continuous improvement (CI) application enhancements to Business Analysts and Product teams. - Knowledge Base & Documentation: Author and maintain Knowledge Base (KB) articles and SOPs in ServiceNow to empower L1 teams and end-users to resolve common issues independently. Technical Competencies - ETL & WFM Data Integrations: Understanding of ETL pipeline workflows, data transformation, and system integration with WFM platforms and timekeeping tools. - SQL & Database Support: Direct experience inspecting SQL Server environments, checking job executions, modifying SQL scripts, executing/verifying stored procedures, and performing data fixes. - Debugging & Dev Collaboration: Technical capability to collaborate with L3 developers in investigating backend code errors, debugging system logs, and verifying technical hotfixes. - Incident Response: Experience collaborating with Incident Management teams during outages, participating in comms bridges, sending stakeholder notifications, and drafting RCA reports. - Ticketing & Tooling: Hands-on experience using ServiceNow (Incident/Service Request Management) and Jira (Bug Tracking/Dev Escalations). Requirements - Shift Flexibility: Must be amenable to working on a 24x7 rotating shift schedule (including nights, weekends, and holidays). - Experience: 1–2 years in IT application support, IT service desk, or product support utilizing enterprise ITSM tools like ServiceNow and Jira. - Cross-Team Experience: Hands-on experience collaborating with ETL engineers, WFM teams, Devs, DBAs, and NOC/IM outage teams. - Technical & Analytical Skills: Proven ability to run/modify SQL scripts, check database jobs, execute/verify stored procedures, research root causes, and resolve backend incidents. - Communication & Mindset: Strong technical communication skills to articulate issues clearly across all technical and non-technical stakeholders, paired with a proactive drive to improve support workflows. How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs. DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know. We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.