Platform Analyst

Description

• Platform Analyst
• Location: Greater Atlanta Area

About the Role

LayerCake is seeking a Platform Analyst to support the accurate execution of internal platform operations. This role is responsible for ensuring systems are correctly configured, permissions are properly assigned, new customers are onboarded according to established standards, and internal platform health is maintained.

The Platform Analyst performs process-driven technical work that requires precision, consistency, and thorough documentation. The role operates within established standards and procedures, with decisions outside those guidelines escalated to the Platform & Security Supervisor or CTO.

Key Responsibilities

Customer and User Onboarding

• •Execute new customer onboarding workflows across internal platforms according to established standards and checklists.
• •Provision and configure user accounts, licenses, and access in Microsoft 365, Entra ID, and associated tools.
• •Validate that onboarding tasks are completed accurately and confirmed before close-out.
• •Coordinate with Service Delivery and Sales teams to ensure onboarding timelines are met.

Platform Configuration and Permissions

• •Maintain accurate user permissions and role assignments across internal platforms in accordance with access control standards.
• •Process user lifecycle requests, including new hires, transfers, and terminations, following established joiner/mover/leaver procedures.
• •Perform routine platform configuration tasks using documented runbooks and standards.
• •Validate configuration accuracy after changes.

Platform Health and Compliance Checks

• •Perform scheduled platform health checks and configuration audits according to established procedures.
• •Identify and document deviations from configuration baselines and escalate findings to the Platform & Security Specialist.
• •Maintain accurate records of platform state, license counts, and user inventory.
• •Support access review processes by producing accurate user and permission reports on schedule.

Ticket and Request Management

• •Manage and resolve internal platform tickets within established service-level agreement (SLA) targets.
• •Triage incoming platform requests, resolving issues within the role's scope and escalating requests that fall outside it.
• •Maintain clear ticket documentation, including steps taken, outcomes, and required follow-up.

Documentation and Operational Standards

• •Document all completed work in the appropriate system of record.
• •Maintain accurate platform inventory, license records, and configuration logs.
• •Identify documentation gaps or outdated runbooks and flag them to the Platform & Security Specialist.
• •Execute assigned work with precision and thoroughness, prioritizing accuracy over speed.
• •Escalate promptly when a request falls outside established procedures or requires additional judgment.
• •Maintain a consistent, process-driven approach to platform tasks.

Required Qualifications

• •2+ years of experience in IT administration, help desk, or systems support roles.
• •Working knowledge of Microsoft 365 administration, including user management, licensing, and basic configuration.
• •Familiarity with Entra ID (Azure AD) user and group management.
• •Strong attention to detail and a process-first approach to technical work.
• •Ability to follow documented procedures precisely and escalate appropriately when work deviates from established procedures.
• •Clear written communication skills for ticket documentation and status updates.

Preferred Qualifications

• •Experience in a managed service provider (MSP) environment, with exposure to multi-tenant platform management.
• •Familiarity with professional services automation (PSA) or ticketing platforms, such as ConnectWise Manage or equivalent.
• •Microsoft 365 Fundamentals (MS-900) certification or equivalent.
• •Experience with onboarding checklists and structured IT provisioning workflows.

Compliance and Regulatory Certifications

LayerCake serves clients in regulated industries that require personnel to hold specific compliance certifications before accessing their environments.

This role is responsible for ensuring that team members assigned to regulated client environments hold and maintain the required certifications. Familiarity with the following compliance frameworks is expected, and personal certification may be required based on client engagement or escalation involvement:

• •CJIS Security Awareness Certification
• •Cybersecurity Maturity Model Certification (CMMC)

Willingness to obtain and maintain required compliance certifications is expected. Certification requirements may evolve as LayerCake's client portfolio expands into additional regulated industries.

Work Environment and Schedule

• •Work arrangement: In-office, hybrid, or fully remote, depending on regional team structure and business needs. In-office or hybrid arrangements are preferred where possible.
• •Hours: Standard business hours.
• •Connectivity: A professional work environment with reliable high-speed internet sufficient for video conferencing, screen sharing, and continuous access to company systems is expected.
• •Travel: Travel is not a primary function of this role.

Performance Expectations

The role includes the following example scorecard benchmarks. These are shared, aspirational targets subject to annual review, with finalized performance goals established collaboratively with the direct manager.

• •Onboarding completion (on time): Greater than 95%.
• •Provisioning error rate: Less than 5%.
• •Ticket SLA adherence: Greater than 90%.
• •Ticket documentation completeness: Greater than 95%.
• •Time logging adherence: Greater than 95%.

Values and Professional Expectations

Successful performance in this role includes:

• •Lead with Ownership: Treat internal platforms as systems to be maintained and improved, proactively identifying gaps in tooling, access, or reliability.
• •Aligned Partnership: Support every department, including Finance, HR, Sales, Service Delivery, and Leadership, with urgency and respect.
• •You Win, We Win: Focus on helping employees perform their jobs without unnecessary friction and take ownership when platform issues block a teammate.
• •Elevated Standards: Document systems, configurations, and processes so information is accessible and not dependent on individual employees.
• •Relentless Curiosity: Stay current on standardized platforms, including Microsoft 365, security tooling, PSA/RMM, and identity, and proactively bring forward improvement ideas.

Employees are expected to comply with corporate policies and performance expectations, uphold organizational values in all interactions, report suspected violations of the law or standards of conduct to their immediate supervisor, and treat clients, customers, and colleagues with respect and integrity.

Physical Requirements

This position requires the ability to:

• •Use hands to manipulate, handle, feel, and control items or equipment.
• •Talk and hear.
• •See, read, write, and interpret written documents.
• •Occasionally lift and move objects weighing up to 25 pounds.

Why Join LayerCake?

LayerCake, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long-term value and measurable outcomes. We’ve always believed small businesses deserve enterprise-level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. We’ve built a strong, connected culture where people support each other, stay accountable, and thrive together.

Benefits:

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