Technical Systems Analyst

Talent Groups ·www.talentgroups.com

Location Boston, MA, United States
Work type Hybrid
Salary USD 43 - 53 / hour
Type Full time
Level Mid
Source Shazamme
IT Support and Helpdesk East
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Hybrid Details: one day in office/week
Duration: 12 months to start 

The Role:
This analyst will act as Tier 2 IT support responsible for supporting both homegrown and COTS/SAAS (MoveIT and others as assigned) applications. They are responsible for handling incidents and requests that have been and help support administrative functions.  This candidate is expected to have advanced technical knowledge and experience in providing superior customer support, including creative problem solving and hands-on troubleshooting. 

The Analyst will provide support through various communications channels including phone, chat and email. This candidate should have the ability to analyze existing systems and make proactive recommendations for improvements or alternative solutions. The candidate will use ITSM tools to review change management requests and help assess the scope of outages.
 
Position Responsibilities (including but not limited to):
Application Support:
  • Provide resolution for escalated service tickets in a timely manner. Provide high quality customer service. Further escalate tickets as needed.
  • Work with end users to evaluate and solve technical problems using all tools provided, including remote access tool, SCCM, etc.
  • Document end user interactions, including details of inquiries, complaints, comments, and actions taken during the troubleshooting process.
  • Maintain ticket queue to meet SLA’s and provide quick resolution to the end user community, including updating them when appropriate.
  • Help maintain documentation for owned applications and ensure others meet documentation standards
Development, Application Monitoring and Process Improvement:
  • Evaluate existing apps/software and/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.
Other Responsibilities:
  • Ensure security protocols are accurately followed as they pertain to all Commonwealth business processes. Adhere to all quality, organizational and Commonwealth processes.
  • Assume additional duties and responsibilities as required to assist with the completion of special and/or ongoing projects.

Required Qualifications
  • 3-5 years (or more) of relevant experience supporting or developing applications: Must include experience managing MoveIT or equivalent SFTP system and Familiarity configuring and troubleshooting automated file transfers
  • Advanced knowledge troubleshooting applications, network and other technical problems
  • Able 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
  • Has a 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 contact switch and reprioritize tasks as needed
  • Ability to provide 24 hour/7 days a week on-call support when scheduled

Desired Qualifications
  • Familiarity with ITSM – e.g. ServiceNow
  • Familiarity with application monitoring and alerts
  • Strong Object-Oriented design and development. Experience working with traditional (monolithic), distributed architecture, and microservice-based applications.
  • Familiarity with AWS, EKS, Lambda expressions
  • Proficiency and knowledge of supporting technology within an IT operation.
  • Understanding of software development lifecycles (SDLC).
  • Strong aptitude to learn and adapt to new technologies.
  • A desire to drive process improvement

Qualifications Acquired on Job
  • Knowledge of client applications and systems.
  • Knowledge of client policies and procedures.
  • Knowledge of procurement rules and regulations.
  • Knowledge of agency policies and procedures.

Minimum Entrance Requirements
Applicants must have at least three (3) years of full-time experience in supporting applications (preferably in a service desk environment) or developing in a relevant platform.


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Frequently asked questions

Who is hiring for the Technical Systems Analyst role?
Talent Groups is hiring for the Technical Systems Analyst position, a Shazamme client. Apply directly on the employer's career site.
Where is the Technical Systems Analyst job located?
The Technical Systems Analyst role with Talent Groups is based in Boston, MA, US. The role is hybrid-friendly.
Is the Technical Systems Analyst role remote?
Yes — the Technical Systems Analyst position at Talent Groups is hybrid. Candidates based in US are preferred.
What does the Technical Systems Analyst role pay?
Talent Groups lists the Technical Systems Analyst role at USD 43–53 per hour.
Is the Technical Systems Analyst role full-time or contract?
This is a full time position at Talent Groups.
What experience level is the Technical Systems Analyst role?
The Technical Systems Analyst position is aimed at mid-level candidates.
How do I apply for the Technical Systems Analyst role at Talent Groups?
Apply directly on Talent Groups's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.
Apply direct