Description

About Alvarez & Marsal

Alvarez & Marsal (A&M) is a global consulting firm with entrepreneurial, action and results-oriented professionals. We take a hands-on approach to solving our clients' problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging work-guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity-are why our people love working at A&M.

The Team

The Performance Development Technology Support Analyst plays a critical role in supporting the firm's global Performance Development technology ecosystem. The role provides responsive application support while contributing to user enablement, quality assurance, release readiness, content maintenance, and continuous improvement.

Working as part of a highly collaborative team, the Analyst partners with Performance Development and other technical partners to resolve issues, strengthen the user experience, support system enhancements, and help ensure successful platform deployments. This is an opportunity to contribute to a multi-year global transformation while building expertise across enterprise application support, quality assurance, business processes, and change enablement.

The ideal candidate is customer-focused, technically curious, highly organized, and comfortable managing multiple priorities across systems, processes, and stakeholder groups in a fast-paced global environment.

How you will contribute

We are building a centralized support capability to enable the successful launch, adoption, and long-term operations of our Performance Development technology ecosystem. The team supports the operations of the ecosystem through:

• Level 1, Level 2, and Level 3 application support and triage
• Test case development and quality assurance execution
• Training, documentation, and user enablement
• Business Unit content, reference data, and configuration input management
• A structured, tiered support model with defined escalation paths

Through this model, the team helps ensure employees and managers across regions experience reliable, consistent, and high-quality interactions with Performance Development technology.

Performance Development tools create value when users trust the experience and can access timely, accurate support. The Analyst serves on the front line of global support by resolving user issues, identifying recurring trends, maintaining clear documentation, and coordinating effectively with functional and technical teams.

The role also contributes directly to platform quality and readiness by executing test cycles, validating fixes and releases, supporting production readiness, and helping maintain the integrity of business processes and data. Joining at this stage provides an opportunity to influence scalable support practices and the future of Performance Development technology across the firm.

1. Application Support & User Enablement

• Serve as the primary point of contact for user issues across the Performance Development technology ecosystem.
• Triage, troubleshoot, and resolve user-reported issues, including access, configuration, data, workflow, and system-related inquiries.
• Monitor and manage ServiceNow ticket queues, ensuring timely resolution, accurate categorization, complete lifecycle documentation, and appropriate escalation.
• Support service-level expectations through proactive ticket ownership, follow-up communications, and escalation management.
• Perform initial root cause analysis to identify recurring issues, trends, and opportunities for process improvement.
• Partner with subject matter experts, vendors, BIU, IT PMO, and technical teams to resolve complex issues and communicate practical solutions to users.
• Create and maintain FAQs, job aids, quick-reference guides, troubleshooting documentation, operating procedures, and knowledge-base articles.
• Support launch and cycle readiness activities
• T rack and report support metrics, including ticket volume, service-level performance, resolution trends, first-contact resolution, and knowledge-base utilization, as defined by the team.
• Continuously identify opportunities to improve the end-user experience, support workflows, escalation paths, and self-service resources.

2. Quality Assurance & Testing

• Translate business requirements and user scenarios into clear test cases, expected results, and testing evidence.
• Execute functional, regression, integration, and user acceptance testing across Performance Development platforms.
• Document, prioritize, and monitor defects through resolution; provide sufficient evidence and validate corrective actions and system fixes.
• Validate system enhancements, releases, patches, and configuration changes in Sandbox and other non-production environments.
• Support testing governance, including test scope, entry and exit criteria, acceptance criteria, traceability, and quality gates.
• Participate in test-data validation activities, including user provisioning, organizational alignment, manager or Performance Manager assignments, access controls, and role-based permissions, as appropriate.
• Document test results, risks, open defects, readiness findings, and recommendations for business and technical stakeholders.
• Maintain testing documentation and contribute to continuous improvement of testing methods, validation procedures, and quality standards.
• Support post-release validation, quality reviews, and defect trend analysis when required.
• Handle sensitive performance and employee data in accordance with applicable confidentiality, data-privacy, and information-security requirements throughout testing activities.

3. Platform Operations & Release Readiness

• Partner with the Performance Development Team and technical partners to maintain Business Unit content, reference data, configuration inputs, and system setup requirements.
• Support platform readiness activities associated with new functionality, releases, enhancements, and annual Performance Development cycles.
• Validate production readiness, including configuration accuracy, workflow functionality, business rules, data integrity, and user-experience requirements.
• Coordinate and support deployment activities in accordance with established release-management, change-control, and production-promotion processes.
• Collaborate with Performance Development, BIU, IT PMO, vendors, and regional stakeholders to manage priorities, change impacts, cross-platform dependencies, and operational risks.
• Support data validation and reconciliation activities to help maintain the accuracy and integrity of Performance Development data.
• Monitor platform operations, identify risks, and escalate issues that may affect business processes, release readiness, data confidentiality, or the user experience.
• Support hypercare following major releases, platform launches, and annual Performance Development cycles.
• Develop and maintain operational procedures, release documentation, readiness checklists, support playbooks, and governance materials.
• Prepare recurring readiness and quality reporting, including test execution, defect status, release risks, and outstanding actions, as defined by the team.
• Contribute to continuous improvement of platform governance, release controls, operational processes, and service delivery.

Qualifications

Required

• 2-4 years of experience in application support, quality assurance, user acceptance testing, IT service management, or enterprise platform operations.
• Hands-on experience with ServiceNow or a comparable ITSM platform, including ticket documentation, categorization, routing, escalation, and closure.
• Experience developing test cases, executing testing cycles, documenting defects, validating fixes, and partnering with technical teams.
• Experience supporting SaaS applications, enterprise business systems, or technology-enabled business processes.
• Strong written and verbal communication skills, with the ability to simplify complex workflows and provide clear user guidance.
• Demonstrated customer-service orientation, sound judgment, and ownership of issues through resolution or handoff.
• Strong attention to detail, structured problem-solving skills, and disciplined documentation practices.
• Ability to manage multiple priorities and collaborate effectively in a fast-paced, cross-functional environment.

Preferred

• Bachelor's degree in Information Systems, Business, Human Resources, Technology, or a related field.
• Familiarity with Workday, Quantum, performance management, or Performance Development processes, including manager or Performance Manager assignments and reporting dashboards.
• Exposure to Power BI and basic SQL or Excel capabilities for data validation and issue analysis.
• Understanding of Sandbox, test, and production environments and release-management workflows.
• Experience supporting global rollouts, annual business cycles, hypercare periods, or users across multiple time zones.
• Understanding of access management, user provisioning, organizational data, or employee-data validation processes.
• Experience developing training materials, delivering user enablement, or maintaining knowledge-base content.

Core Competencies

• Analytical Problem Solving: Identifies root causes, recognizes patterns, and recommends practical, data-informed solutions.
• Attention to Detail: Maintains accuracy across testing, documentation, data validation, and user support.
• User Empathy & Service Mindset: Communicates clearly, anticipates user needs, and builds trust through responsive support.
• Systems Thinking: Understands how tools, data, roles, configuration, and workflows interact across the technology ecosystem.
• Communication & Enablement: Translates complex processes into clear guidance, training, and support materials.
• Cross-Functional Collaboration: Works effectively across Performance Development, BIU, IT PMO, vendors, and regional teams.
• Adaptability: Responds constructively to changing priorities, evolving tools, and iterative process improvements.
• Process Discipline: Consistently follows service levels, documentation standards, testing practices, and escalation paths.

Success Indicators

• Timely, accurate, and well-documented resolution or escalation of user issues.
• Consistent ownership of assigned tickets, follow-up actions, and user communications.
• Quality and completeness of testing, defect documentation, fix validation, and readiness evidence.
• Effectiveness of training, knowledge content, and user enablement activities.
• Identification of recurring issues and meaningful contributions to process or user-experience improvements.
• Strong collaboration and dependable execution across Performance Development, BIU, IT PMO, and support partners.

Your journey at A&M

We recognize that our people are the driving force behind our success, which is why we prioritize an employee experience that fosters each person's unique professional and personal development. Our robust performance development process promotes continuous learning, rewards your contributions, and fosters a culture of meritocracy. With top-notch training and on-the-job learning opportunities, you can acquire new skills and advance your career.

We prioritize your well-being, providing benefits and resources to support you on your personal journey. Our people consistently highlight the growth opportunities, our unique, entrepreneurial culture, and the fun we have together as their favorite aspects of working at A&M. The possibilities are endless for high-performing and passionate professionals.

Regular employees working 30 or more hours per week are also entitled to participate in Alvarez & Marsal Holdings' fringe benefits consisting of healthcare plans, flexible spending and savings accounts, life, AD&D, and disability coverages at rates determined periodically as well as a 401(k) retirement savings plan. Provided the eligibility requirements are met, employees will also receive an annual discretionary contribution to their 401(k) retirement savings plan from Alvarez & Marsal. Additionally, employees are eligible for paid time off including vacation, personal days, seventy-two (72) hours of sick time (prorated for part time employees), ten federal holidays, one floating holiday, and parental leave. The amount of vacation and personal days available varies based on tenure and role type. Click here for more information regarding A&M's benefits programs.

The salary range is $70,000 - $85,000 annually, dependent on several variables including but not limited to education, experience, skills, and geography. In addition, A&M offers a discretionary bonus program which is based on a number of factors, including individual and firm performance. Please ask your recruiter for details.