Technical Systems Analyst

We are seeking a Technical Systems Analyst for a contract position in Boston, Massachusetts, with a duration of six months or longer. This role offers an opportunity to provide advanced Tier 2 IT support for both homegrown and commercial off-the-shelf (COTS) and Software-as-a-Service (SaaS) applications in a dynamic technical environment.

Responsibilities

• Provide resolution for escalated service tickets in a timely manner and escalate further when needed
• Work with end users to evaluate and solve technical problems using provided tools, including remote access tools and SCCM
• Document end user interactions, including details of inquiries, complaints, comments, and actions taken during troubleshooting
• Maintain ticket queue to meet SLAs and provide quick resolution to the end user community, updating them as appropriate
• Deliver high-quality customer service through various communication channels including phone, chat, and email
• Help maintain documentation for owned applications and ensure documentation standards are met
• Evaluate existing applications and software or user needs to analyze, design, recommend, and implement system changes
• Respond to alerts where systems become unavailable or experience service degradation
• Help administer and improve application performance monitoring solutions
• Analyze incident data to identify trends and opportunities for process improvements
• Ensure security protocols are accurately followed as they pertain to business processes
• Assume additional duties and responsibilities as required to assist with special and ongoing projects

Qualifications

• Required

• 3+ years of relevant experience supporting or developing applications

• Experience managing MoveIT or equivalent SFTP system

• Familiarity configuring and troubleshooting automated file transfers

• Advanced knowledge troubleshooting applications, network, and other technical problems

• Ability to interact with end users and other teams professionally

• Excellent verbal, interpersonal, and written communication and documentation skills

• Driven by a desire to provide strong customer service

• Teamwork mentality with the ability to both collaborate and work independently

• High level of professionalism and focus on quality

• Attention to detail with the ability to context switch and reprioritize tasks as needed

• Ability to provide 24/7 on-call support when scheduled

• Preferred

• Familiarity with ITSM tools such as ServiceNow

• Familiarity with application monitoring and alerts

• Strong Object-Oriented design and development knowledge

• Experience working with traditional (monolithic), distributed architecture, and microservice-based applications

• Familiarity with AWS, EKS, and Lambda expressions

• Proficiency and knowledge of supporting technology within an IT operations environment

• Understanding of software development lifecycles (SDLC)

• Strong aptitude to learn and adapt to new technologies

• Demonstrated desire to drive process improvement