IT Support Analyst
for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections that have real specific content. No placeholder like "commensurate with experience". We need to extract content.
We have:
- About Auris: description of company. Could be "About the role"? Actually "About Auris" is about company, not role. The instruction says use headings like About the role, Responsibilities, etc. So we should map content accordingly.
We have "Summary Of This Role": description of role. Could be placed under "About the role" heading.
Responsibilities: The "What You’ll Do" list.
Requirements: "What Are We Looking for in this Role?" list.
Qualifications: maybe "What are our Desired Skills and Capabilities?" includes Required and Desired. Could be split into Requirements (required) and Qualifications (desired). But we have headings: Requirements, Qualifications, Skills. We need to decide.
We have "What are our Desired Skills and Capabilities?" with Required and Desired. Could treat Required as Requirements, Desired as Skills? Or Qualifications.
We also have Benefits: "What We Offer" includes Competitive compensation, Comprehensive benefits package, Collaborative mission-driven culture... plus later "Employee Benefits" list. So we have benefits content.
Pay: "Competitive compensation" is mentioned but no specific numbers. The instruction says do NOT create Pay section unless posting actually states them. It says "Competitive compensation" is vague; is that considered stating? It says "Competitive compensation" but no specifics. Likely we should NOT create Pay section because it's not specific. The instruction: "never create Pay/Schedule/Benefits sections unless the posting actually states them." Benefits we have specific list, so we can include Benefits. Pay we have only "Competitive compensation" which is not specific; better to omit Pay section.
Schedule: Not mentioned; no schedule info. So omit Schedule.
We also have "Candidates should be comfortable with an on-site presence..." that's maybe a note but not a heading.
We need to remove boilerplate: EEO, etc.
We need to preserve all substantive information.
Let's extract:
About the role (summary): "Intermediate-level support role for our Human Capital Management (HCM) application and related product integrations. Responsible for driving timely resolution of HCM incidents escalated from the L1 Operations team. This position manages support case volume, performs in-depth troubleshooting to drive solutions within defined SLAs, coordinates triage calls and escalations, and delivers clear incident communications to internal stakeholders. The role also leads post-incident reviews to determine root cause of issues and define improvement action items as part of the Problem Management process. Additional responsibilities include assisting with defining, configuring, and interpreting application health through observability platforms (monitoring) to ensure the stability and availability of QA and Production environments."
Responsibilities (What You’ll Do): list items:
- Troubleshoot operational issues escalated from the L1 Operations teams, delivering high-quality support over the phone, online chats / meets, or email.
- Manage Salesforce incident tickets volume with clear notes, robust detail, and timely status updates.
- Escalate issues to L3 Support as needed and open Jira tickets or Azure DevOps (ADO) tickets to document bugs.
- Serve in an alternating role as Incident Commander during critical incidents, leading triage calls and coordinating support teams, vendors, and other resources as needed.
- Provide clear and timely incident communications to the enterprise through email updates and status dashboards.
- Facilitate Post-Incident Review meetings with Engineering, Development, and Architecture to determine root cause of issues.
- Document and drive completion of improvement action items identified through the post-incident review process.
- Assist with specified L2 Support projects. Seeks direction from Senior Analysts for relevant tasks and associated deliverables as required.
- Provide support and execution of incident processes and related workflows.
- Provide support for tools and platforms required to troubleshoot and track issue resolution.
- Deliver weekly updates to team on outstanding issues, risks, and ongoing initiatives.
- Document, review and maintain RunBooks needed for Operations or NOC to resolve issues.
- Develop and maintain a Knowledge Base containing best practices, troubleshooting guides, workarounds and documented solutions.
- Proactively engage with Operations, Engineering, Product teams and other stakeholders to identify process gaps and improve support workflows.
- Build and maintain collaborative relationships with cross-functional teams to resolve issues and enhance platform stability and performance.
- Monitor and track metrics related to incident volume, resolution times and trends to identify improvement opportunities.
- Participate in a 24x7 on-call rotation to provide after-hours support for critical incidents.
Requirements (What Are We Looking for in this Role?): list:
- Demonstrated success in a Level 1 Operations support role for Payroll or HCM systems.
- Confident with helping others navigate through solutions and serving as the primary point of contact to provide solutions or guidance.
- Strong troubleshooting and technical skills with excellent attention to detail.
- Ability to clearly summarize complex technical issues and articulate user impact and scope.
- Confident in taking command and control of incident resolution efforts, including managing triage calls, documenting progress, and communicating status updates through various channels.
- Calm, organized, and effective under pressure with the ability to prioritize competing tasks.
- Strong interpersonal skills with the ability to build rapport and collaborate effectively with Operations, Engineering, and stakeholders.
- Willing to challenge self and others to achieve outcomes and improve existing processes.
- A collaborative, service‑oriented mindset with integrity, accountability, and professionalism is essential.
- Exhibit a positive, professional, and service-focused demeanor.
- Ability to multitask, prioritize workload and adaptable with the ability to work both independently and as part of team.
- Demonstrate a commitment to continuous learning, coaching, and professional development.
Qualifications (Desired Skills and Capabilities): we have Required and Desired.
Required:
- Human Capital Management (HCM) mid level support
- Strong technical skills
- Windows / Mac / Mobile (iOS / Android)
- Salesforce case management
- Excellent written and verbal communication skills.
Desired (ability to learn quickly):
- Servicenow ITSM
- Datadog / Azure monitoring
- Jira / Azure DevOps
- Microsoft CoPilot
- Basic scripting, automation
- Basic code analysis
We could treat Required as Qualifications? Or Requirements already covered. We have both Requirements and Qualifications headings. We could put Required under Qualifications, and Desired under Skills. Or we could combine.
Given headings: Requirements, Qualifications, Skills. We have:
- Requirements: the "What Are We Looking for in this Role?" list (soft skills, experience).
- Qualifications: the Required technical skills list.
- Skills: the Desired skills list.
Thus:
Requirements
with ul list of the bullet points from "What Are We Looking for in this Role?"
Qualifications
with ul list of Required items.
Skills
with ul list of Desired items.
Benefits: we have "What We Offer Competitive compensation Comprehensive benefits package Collaborative, mission-driven culture with high visibility and impact #Auris" plus later "Employee Benefits We also offer our employees a comprehensive suite of benefits and perks, including: Physical Wellness: ... Mental Wellness: ... Financial Wellness: ... Family Care: ..." plus note about not exhaustive.
We should capture all benefits details.
We need to exclude boilerplate like EEO, etc.
Thus Benefits section will include:
- Competitive compensation
- Comprehensive benefits package
- Collaborative, mission-driven culture with high visibility and impact
- Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.
- Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.
- Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.
- Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.
- Note: This list is not exhaustive of all available benefits. Eligibility and waiting periods may apply to certain offerings. Benefits may vary based on subsidiary entity and geographic location.
We should keep that note as part of benefits.
Now we need to output HTML fragment only, no or . Use headings, - for lists,
for prose.
We need to include About the role section with prose (summary). Possibly also include a short paragraph about Auris? The instruction says use headings like About the role, Responsibilities, etc. The "About Auris" is company description; maybe we could include that under About the role? But About the role heading expects role summary. The company description could be considered part of About the role? Not exactly. However we have no other place to put company description. Could we omit it? The instruction: "Preserve ALL substantive information". So we need to include Auris description somewhere. Perhaps we can put it under About the role heading as a brief intro before the role summary. Or we could create a separate heading like "About Auris" but not allowed headings list. The allowed headings are only those listed; we should not create other headings. So we must fold Auris description into About the role section (maybe as a paragraph before the role summary). That seems acceptable.
Thus About the role section will have two paragraphs: first about Auris, second about the role summary.
Now we need to ensure we don't include any boilerplate like "Acrisure is an Equal Opportunity Employer..." etc. Remove those.
Also remove lines like "Candidates should be comfortable with an on-site presence..." that's substantive? It's about on-site presence; could be included maybe under About the role or Responsibilities? It's a requirement about work location. Could be included in Requirements? But it's not a skill. Could be placed in About the role as a note. However it's not a list; we can add a paragraph.
But the instruction: "Prefer a few substantive sections over many thin ones." We'll keep sections as defined.
Let's extract the on-site presence line: "Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership." This is a requirement; could go under Requirements.
We'll add it as a bullet in Requirements.
Now we need to ensure we don't duplicate lines.
Now produce HTML.
Structure:
About the role
Auris is the payroll and HR partner built for small and medium-sized businesses who can’t afford to get it wrong. Trusted by over 50,000 businesses nationwide, Auris pairs easy-to-use technology with real human services to give leaders the confidence that every detail is done right - so they can focus on growing their team and their business. Acquired by Acrisure in 2025, Auris formerly Heartland Payroll is accelerating its vision to deliver seamless human-centered technology to help small businesses thrive.
Intermediate-level support role for our Human Capital Management (HCM) application and related product integrations. Responsible for driving timely resolution of HCM incidents escalated from the L1 Operations team. This position manages support case volume, performs in-depth troubleshooting to drive solutions within defined SLAs, coordinates triage calls and escalations, and delivers clear incident communications to internal stakeholders. The role also leads post-incident reviews to determine root cause of issues and define improvement action items as part of the Problem Management process. Additional responsibilities include assisting with defining, configuring, and interpreting application health through observability platforms (monitoring) to ensure the stability and availability of QA and Production environments.
Res
- for lists,
for prose. We need to include About the role section with prose (summary). Possibly also include a short paragraph about Auris? The instruction says use headings like About the role, Responsibilities, etc. The "About Auris" is company description; maybe we could include that under About the role? But About the role heading expects role summary. The company description could be considered part of About the role? Not exactly. However we have no other place to put company description. Could we omit it? The instruction: "Preserve ALL substantive information". So we need to include Auris description somewhere. Perhaps we can put it under About the role heading as a brief intro before the role summary. Or we could create a separate heading like "About Auris" but not allowed headings list. The allowed headings are only those listed; we should not create other headings. So we must fold Auris description into About the role section (maybe as a paragraph before the role summary). That seems acceptable. Thus About the role section will have two paragraphs: first about Auris, second about the role summary. Now we need to ensure we don't include any boilerplate like "Acrisure is an Equal Opportunity Employer..." etc. Remove those. Also remove lines like "Candidates should be comfortable with an on-site presence..." that's substantive? It's about on-site presence; could be included maybe under About the role or Responsibilities? It's a requirement about work location. Could be included in Requirements? But it's not a skill. Could be placed in About the role as a note. However it's not a list; we can add a paragraph. But the instruction: "Prefer a few substantive sections over many thin ones." We'll keep sections as defined. Let's extract the on-site presence line: "Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership." This is a requirement; could go under Requirements. We'll add it as a bullet in Requirements. Now we need to ensure we don't duplicate lines. Now produce HTML. Structure:
About the role
Auris is the payroll and HR partner built for small and medium-sized businesses who can’t afford to get it wrong. Trusted by over 50,000 businesses nationwide, Auris pairs easy-to-use technology with real human services to give leaders the confidence that every detail is done right - so they can focus on growing their team and their business. Acquired by Acrisure in 2025, Auris formerly Heartland Payroll is accelerating its vision to deliver seamless human-centered technology to help small businesses thrive.
Intermediate-level support role for our Human Capital Management (HCM) application and related product integrations. Responsible for driving timely resolution of HCM incidents escalated from the L1 Operations team. This position manages support case volume, performs in-depth troubleshooting to drive solutions within defined SLAs, coordinates triage calls and escalations, and delivers clear incident communications to internal stakeholders. The role also leads post-incident reviews to determine root cause of issues and define improvement action items as part of the Problem Management process. Additional responsibilities include assisting with defining, configuring, and interpreting application health through observability platforms (monitoring) to ensure the stability and availability of QA and Production environments.
Res