Production Support Analyst

Description Kforce has a client in Elk Grove, CA that is seeking a Production Support Analyst.

Core Responsibilities:

* Monitor operational ticket queues for hygiene, SLA adherence, and backlog triage
* Validate automated customer/partner communications for silent failures in automated workflows
* Perform root-cause triage across a multi-system integration chain (order management, workflow orchestration, partner/carrier APIs, rules engines) - isolate which system is at fault and hand a clean escalation to engineering
* Build working knowledge of the workflow-orchestration engine driving ticket execution, enough to do first-pass triage
* Communicate and coordinate directly across operations, engineering, and business stakeholder teams - this role needs to piece together the full picture across teams, not just work a queue in isolation
* Contribute to support runbooks/documentation as the program scales toward full rolloutRequirements
* Prior ticketing/ITSM experience - incident triage and SLA management
* Comfortable reading logs and doing basic technical troubleshooting (non-coding)
* Strong written and verbal communication for cross-team escalation across engineering, ops, and business stakeholders
* Comfortable with AI-assisted/agentic support tooling as part of daily triage, not just legacy ticketing systems
* Ability to work the assigned regional shift

Nice to Have:
* Exposure to ERP/order-management or logistics/carrier operations
* Basic SQL exposure

Job Type Contract Compensation
50 - $65