Technical Systems Analyst

Location: Boston, MA
Duration: 12 months

Position Overview

We are seeking an experienced Technical Systems Analyst to provide Tier 2 IT application support for both custom-built and commercial off-the-shelf (COTS)/SaaS applications. The analyst will be responsible for troubleshooting technical issues, resolving escalated incidents and service requests, supporting application administration, and providing high-quality customer service.

The ideal candidate will have strong technical troubleshooting skills, experience supporting file-transfer systems such as MoveIT/SFTP, and the ability to analyze application issues, identify trends, and recommend improvements.

Key Responsibilities

Application Support

• Provide timely resolution for escalated service tickets and technical incidents.
• Deliver high-quality technical support to end users through phone, chat, email, and other communication channels.
• Troubleshoot application, network, and technical issues using available tools and technologies.
• Utilize remote-access tools, SCCM, and other enterprise support tools as required.
• Support both internally developed and COTS/SaaS applications.
• Manage and maintain application-related ticket queues while meeting established SLAs.
• Provide timely status updates to end users and stakeholders.
• Document end-user interactions, troubleshooting steps, findings, and resolutions.
• Escalate complex incidents to appropriate technical teams when necessary.
• Maintain application documentation and ensure documentation meets established standards.

Application Monitoring & Process Improvement

• Monitor applications and respond to system availability and service-degradation alerts.
• Assist with administration and improvement of application performance monitoring solutions.
• Analyze incident and service-ticket data to identify recurring issues and trends.
• Recommend and implement process improvements and alternative technical solutions.
• Evaluate existing applications and software against business and user requirements.
• Analyze, design, recommend, and implement system changes as appropriate.
• Support application administration and ongoing operational improvements.

File Transfer & Integration Support

• Manage and support MoveIT or equivalent SFTP/file-transfer platforms.
• Configure and troubleshoot automated file-transfer processes.
• Investigate failed, delayed, or incomplete file transfers.
• Monitor file-transfer workflows and resolve connectivity or configuration issues.
• Coordinate with application and infrastructure teams to resolve integration-related problems.

ITSM & Change Management

• Utilize ITSM tools to review incidents, service requests, and change-management activities.
• Assist in assessing the potential impact and scope of system outages.
• Participate in change-management processes and technical reviews.
• Maintain accurate records of incidents, changes, resolutions, and application configurations.

Security & Compliance

• Follow established security protocols and organizational standards.
• Ensure application support activities comply with applicable security and operational requirements.
• Protect system and user information while performing troubleshooting and administrative activities.
• Adhere to established quality, security, and operational processes.

Required Qualifications

• Minimum 3–5 years of relevant experience supporting or developing applications.
• At least 3 years of full-time experience in application support or development in a relevant technology environment.
• Hands-on experience managing MoveIT or an equivalent SFTP/file-transfer platform.
• Experience configuring and troubleshooting automated file transfers.
• Advanced troubleshooting skills across applications, networks, and technical environments.
• Strong ability to analyze complex technical problems and identify appropriate solutions.
• Excellent verbal, written, interpersonal, and technical documentation skills.
• Strong customer-service orientation.
• Ability to work effectively with end users, technical teams, and business stakeholders.
• Ability to collaborate effectively while also working independently.
• Strong attention to detail and ability to manage changing priorities.
• Ability to reprioritize tasks based on business and operational needs.
• Ability to provide 24x7 on-call support when scheduled.

Desired Qualifications

• Experience with ITSM platforms, such as ServiceNow.
• Experience with application monitoring, alerting, and performance-management tools.
• Strong understanding of object-oriented design and development.
• Experience supporting traditional monolithic applications.
• Experience with distributed and microservices-based architectures.
• Familiarity with AWS.
• Familiarity with Amazon EKS and cloud-based application environments.
• Understanding of Lambda and serverless concepts.
• Knowledge of enterprise IT operations and application support practices.
• Understanding of the Software Development Life Cycle (SDLC).
• Experience working with incident, problem, change, and release-management processes.
• Strong aptitude for learning new technologies.
• Demonstrated interest in process improvement and operational efficiency.

Technical Skills

• Application Support & Troubleshooting
• Tier 2 IT Support
• MoveIT / SFTP
• Automated File Transfers
• Incident & Request Management
• ITSM / ServiceNow
• SCCM
• Remote Support Tools
• Application Monitoring
• Performance Monitoring
• Network Troubleshooting
• AWS
• Amazon EKS
• Serverless / Lambda
• Microservices
• Distributed Applications
• Object-Oriented Development
• SDLC
• Change Management
• Technical Documentation

Key Attributes

• Excellent customer-service skills
• Strong analytical and troubleshooting abilities
• Clear and professional communication
• Strong documentation skills
• Team-oriented and collaborative
• Ability to work independently
• High level of professionalism
• Strong attention to detail
• Adaptable and willing to learn new technologies
• Proactive approach to identifying and resolving recurring issues
• Ability to work effectively in a fast-paced IT operations environment