System Support Analyst/Technical support in Indianapolis

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Job DescriptionJob Description

Position Name: System Support Analyst
Job ID: 3021
Work Location: Indianapolis, IN 46225, Indiana, United States
Work Type: Hybrid
Duration: 1 year (extendable and temp-to-hire)
Pay Rate: $43.00/hour on W2

Qualifications:

As a System Support Analyst within the Magnol.Ai team, you will be responsible for ensuring the reliable, compliant, and effective operation of digital health software and data systems. This role blends service management discipline with hands-on technical support, requiring a proactive individual who can troubleshoot cloud-based systems, own service issues end-to-end, and coordinate across multiple internal and external teams to drive issues, changes, and deployments through full resolution. You will support operational readiness across development, test, QA, and production environments, while maintaining compliance with regulatory and quality standards. The role requires strong technical aptitude, attention to detail, and the ability to collaborate effectively with software engineers, cloud providers, security teams, and enterprise service organizations.

Qualifications:

• Experience in service management or operational support within regulated or enterprise environments.
• Hands-on experience providing Tier 1 technical support for cloud-based applications or platforms.
• Working knowledge of cloud technologies, with emphasis on AWS (e.g., RDS, S3, IAM, Route 53, CloudWatch); Azure experience is a strong plus.
• Understanding of cloud networking, and access management, and application deployment workflows.
• Familiarity with CAPA processes, access control, secret management, and change management practices.
• Experience using ServiceNow for incident, request, and change management.
• Proficiency with Jira or similar task and issue tracking tools.

Nice to Have:

• AWS Certification (e.g., Cloud Practitioner, Solutions Architect, or equivalent).
• Working knowledge of Python or other scripting for troubleshooting, automation, or data analysis.
• Experience supporting or operating AI/ML-enabled applications, including cloud-based AI services.
• Familiarity with Infrastructure as Code tools (e.g., CloudFormation, Terraform).
• Experience with monitoring, logging, and observability tools in cloud environments.
• Prior experience supporting digital health, regulated software, or GxP systems.

Responsibilities:

Key Responsibilities:

• Provide Tier 1 technical support for Magnol.Ai applications and supporting cloud infrastructure, including initial triage, investigation, and resolution of service issues.
• Own service issues end-to-end, coordinating with Tier 3 AWS Support, cloud vendors, and internal Lilly technology teams to ensure timely and effective resolution.
• Collaborate with the Magnol.Ai software development team and other Lilly organizations (via ServiceNow) to provision, configure, and support cloud resources across AWS and Azure environments (dev, test, QA, production), including:
• • AWS RDS databases, S3 buckets, and Route 53 hosted zones
  • Entra ID service accounts and access configurations
  • Azure AI Foundry resources
  • Application email accounts and integrations
• Monitor and complete CAPA (Corrective and Preventive Action) items, including:
• • Access management and periodic access reviews
  • Coordination of account secret rotations
• Create, maintain, and update validation documentation to ensure alignment with regulatory, quality, and audit requirements.
• Initiate, create, and manage service requests, incident records, problem records, and change requests using ServiceNow, ensuring accurate documentation, stakeholder communication, and resolution tracking.
• Support deployment and post-deployment activities, including environment readiness checks, validation support, and operational verification.

Company DescriptionIncorporated in 1991, Real Soft Inc. (RSI) is a US-based global software solutions company, a pioneer in providing professional services and delivering business solutions. Our persistent focus has been on forging strong relationships through service excellence and cost containment for customers.
Address:
125 Village Blvd
Forrestal Village, Suite 200
Princeton, NJ 08540Company DescriptionIncorporated in 1991, Real Soft Inc. (RSI) is a US-based global software solutions company, a pioneer in providing professional services and delivering business solutions. Our persistent focus has been on forging strong relationships through service excellence and cost containment for customers.\r\nAddress:\r\n125 Village Blvd\r\nForrestal Village, Suite 200\r\nPrinceton, NJ 08540

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