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Technical Systems Analyst

Boston, MA, US • Posted 1 day ago • Updated 17 minutes ago

Full Time

On-site

USD $50.00 - 53.00 per hour

Fitment

Dice Job Match Score™

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Job Details

Skills

Mergers and Acquisitions
Tier 2
Technical Support
COTS
SaaS
Customer Support
Creative Problem Solving
Change Management
Application Support
Remote Access
Microsoft SCCM
SLA
Performance Monitoring
Business Process
Management
SFTP
Network
Communication
Documentation
Customer Service
Teamwork
Collaboration
FOCUS
Attention To Detail
Switches
IT Service Management
ServiceNow
OOD
Microservices
Amazon Web Services
Software Development
Software Development Methodology
Process Improvement
Procurement
Policies and Procedures
Service Desk
TCM
DICE

Mergers and Acquisitions
Tier 2
Technical Support
COTS
SaaS
Customer Support
Creative Problem Solving
Change Management
Application Support
Remote Access
Microsoft SCCM
SLA
Performance Monitoring
Business Process
Management
SFTP
Network
Communication
Documentation
Customer Service
Teamwork
Collaboration
FOCUS
Attention To Detail
Switches
IT Service Management
ServiceNow
OOD
Microservices
Amazon Web Services
Software Development
Software Development Methodology
Process Improvement
Procurement
Policies and Procedures
Service Desk
TCM
DICE

Summary

JOB TITLE: Technical Systems Analyst
JOB LOCATION: Boston MA
WAGE RANGE*: $50-$53
JOB NUMBER: Client-27-1030-0P100-0P110-132552

JOB DESCRIPTION:

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.
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
- 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 MassDOT applications and systems.
Knowledge of MassDOT policies and procedures.
Knowledge of Commonwealth procurement rules and regulations.
Knowledge of EOTSS 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

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.

#Dice

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: cxtcml
Position Id: 26-01244
Posted 1 day ago

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