Senior Associate

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it, we transform ideas into impact by bringing together data, science, technology and human ingenuity to deliver better outcomes for all. Here you’ll work side-by-side with a powerful collective of thinkers and experts shaping life-changing solutions for patients, caregivers and consumers, worldwide. ZSers drive impact by bringing a client-first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning, bold ideas, courage and passion to drive life-changing impact to ZS. Sr. Associate- Platform Support We are looking for an enthusiastic and technically driven Platform Support Associate (L1/L2) to join our Cloud Platform & Client Ops Support Team. This role focuses on providing end-to-end platform support across multiple clouds such as AWS, Azure, and ZS proprietary applications (ZAIDYN suite), with a strong emphasis on incident resolution, automation, access management, and process optimization through ServiceNow. You will work closely with internal technology teams, enterprise IT, and global client users across multiple geographies (US, EUCAN, LATAM,META, China, Japan) to ensure seamless operations and proactive support for our data, analytics, and cloud platforms. What you'll do: Incident & Request Management Manage incoming support tickets through ServiceNow (L1/L2 queue) for AWS, Azure, and ZAIDYN platforms. Perform triage, troubleshooting, and resolution of user access, platform configuration, and performance issues. Escalate complex technical issues to L3 or Product Engineering teams as required. Maintain detailed incident documentation, root cause notes, and ticket hygiene. Cloud & Platform Operations Perform AWS workspace decommissioning and dormant user cleanup. Monitor AWS Redshift alerts, EC2 utilization, and automate purging of large data tables. Manage IAM and role-based access controls in AWS, Azure, and internal tools. Maintain platform configurations and environment validation for DR (Disaster Recovery) activities. Trigger and monitor data pipelines (AWS Glue, Azkaban) and validate job completions. ZAIDYN Product & BI Tool Support L1/L2 support for ZAIDYN Data Hub, Business Planner, Commercial Platform, and other analytics products. Execute configuration requests (Cluster setup, Artifact enablement, Checksum & Token generation). Manage user provisioning for analytical and BI tools – Tableau, MicroStrategy, Posit Workbench, Alteryx, and SQL Workbench. Support dashboard migration, licensing, and application upgrade coordination. Automation & Continuous Improvement Identify repetitive tasks and drive automation through PowerShell/Python scripting. Partner with CCOE and Enterprise IT teams for process optimization, monitoring, and alert automation. Maintain and enhance custom ServiceNow forms, workflows, and triaging rules. Governance & Reporting Conduct monthly user reconciliation and access audits across HiSec and client domains. Generate usage, performance, and compliance reports for Redshift, EC2, and user access. Participate in platform upgrade validations and new client onboarding initiatives.  What you'll bring: Bachelor’s degree in computer science, Information Technology, or related field. 2–5 years of experience in IT Operations, Cloud Platform Support or Client Ops Support (L1/L2). Good understanding of AWS services like (IAM, Redshift, S3, EC2, Workspaces, AppStream, CloudWatch) and Azure IAM. Experience with ServiceNow, case/incident management, and knowledge base documentation. Experience administering in BI analytics and integration tools (Tableau, MicroStrategy, Alteryx, Posit Workbench). Strong SQL, basic Linux, scripting in at least one: Python or PowerShell. Exposure to Bitbucket, Git, and data pipeline orchestration tools (Azkaban, AWS Glue). Proven customer service orientation, clear written/verbal communication, and problem-solving skills. How you’ll grow: Cross-functional skills development & custom learning pathways Milestone training programs aligned to career progression opportunities Internal mobility paths that empower growth via s-curves, individual contribution and role expansions Hybrid working model: ZS is committed to a Flexible and Connected way of working. ZSers are onsite at clients or ZS offices three days a week. Combined flexibility to work remotely two days a week is also available. The magic of ZS culture and innovation thrives in both planned and spontaneous face-to-face connections. Perks & Benefits: ZS offers a comprehensive total rewards package including health and well-being, financial planning, annual leave, personal growth and professional development. Our robust skills development programs, multiple career progression options and internal mobility paths and collaborative culture empowers you to thrive as an individual and global team member. We are committed to giving our employees a flexible and connected way of working. A flexible and connected ZS allows us to combine work from home and on-site presence at clients/ZS offices for the majority of our week. The magic of ZS culture and innovation thrives in both planned and spontaneous face-to-face connections. Travel: Travel is a requirement at ZS for client facing ZSers; business needs of your project and client are the priority. While some projects may be local, all client-facing ZSers should be prepared to travel as needed. Travel provides opportunities to strengthen client relationships, gain diverse experiences, and enhance professional growth by working in different environments and cultures.