Technology Operations Analyst (Day/Midshift)

The Technology Operations Analyst delivers accurate, timely configuration-based ticket work in the VMS platforms via Salesforce while maintaining SLA, documentation, and quality standards. The role partners with Program Office teams, Global Business Services teams, and Technology Operations colleagues to support client programs, resolve issues, improve processes, and build the technical capability needed for increasing complexity over time.

Responsibilities

• Own VMS configuration tickets via Salesforce from intake through completion, ensuring requirements are clear and work is delivered accurately.
• Support tickets with increasing complexity from the Support Coordinators.
• Maintain response and resolution SLAs through timely updates, complete documentation, defined next steps, and quality ticket handling.
• Use documentation, knowledge bases, VMS help sites, and team guidance to troubleshoot and attempt resolution before escalation.
• Conduct comprehensive intake as needed, clarify requirements and document decisions.
• Escalate issues with a concise summary, actions taken, risks or blockers, and recommended next steps.
• Collaborate within global, matrixed mini-teams and provide effective handover to colleagues supporting the same client portfolios or regions.
• Partner with Senior Analysts and Team Leads to align priorities, strengthen technical understanding of client configurations, and handover of business processes for new implementations and expansions.
• Participate in PMO Strategy calls, Tech Champs Sessions, PMO alignment calls to review ticket status, support issue progression, demos, operational assessments, or enhancement requests as needed.
• Analyze recurring incidents and service requests to identify gaps, recommend practical improvements, and support continuous improvement initiatives.

• Bachelor’s degree or equivalent experience preferred; 1–2 years of professional experience preferred.
• Experience in AGS, staffing, MSP, technology operations, technical support, SaaS/VMS platforms, or high-volume ticket environments preferred.
• Working knowledge of VMS and business platforms such as Fieldglass, Beeline, VNDLY, Flextrack, Simplify, IQ Navigator, Salesforce, SharePoint preferred.
• Familiarity with system configuration, testing, documentation, release support, and project coordination.
• Proficient in Microsoft Office applications and web-based collaboration tools.
• Strong analytical, problem-solving, and organizational skills with the ability to manage competing priorities in a fast-paced environment.
• Demonstrates strong technical aptitude and ability to quickly learn new systems, tools, and processes.
• Communicates clearly and professionally, with the ability to document issues, provide updates, and engage stakeholders effectively.
• Collaborates efficiently across global, cross-functional, and matrixed teams to achieve shared objectives.
• Operates with a global mindset, adapting to diverse stakeholders, regions, and business needs.
• Takes ownership, delivers high-quality results, and consistently meets service and performance expectations.
• Proactively addresses challenges, raises risks appropriately, and exercises sound judgment in resolving issues.
• Open to APAC or India shift schedules and a temporary hybrid work arrangement based in the Ortigas area.

As a workplace, we focus on relationships – with each other, our clients and our candidates - in fact serving others is one of our core values. We support open communication and recognize that giving constructive criticism can be even harder than receiving it. We appreciate the fearless and the passionate, who force us to be better. Everything we do sits on a pillar of diversity - diverse perspectives, backgrounds and ideas drive innovation and make us successful.

See what it’s like to work at AGS by searching #LifeAtAGS on any social network.