Technical Systems Analyst

Location: Boston, MA
Salary: $45.00 USD Hourly - $50.00 USD Hourly
Description: Our client is currently seeking a Technical Systems Analyst

Job Title: Technical Systems Analyst

Locations: Boston, MA
Work Model: Hybrid Model (Partial Remote)

Duration: 12+ months

Role Overview

The Technical Systems Analyst will act as Tier 2 IT support, responsible for supporting both homegrown and COTS/SAAS applications. Responsibilities include handling incidents and requests, supporting administrative functions, and providing superior customer support through creative problem-solving and hands-on troubleshooting.

The Analyst will provide support via phone, chat, and email, analyze existing systems, and make proactive recommendations for improvements or alternative solutions. They will also use ITSM tools to review change management requests and assess outage scopes.

Position Responsibilities

Application Support

• Resolve escalated service tickets promptly and provide high-quality customer service.
• Work with end users to evaluate and solve technical problems using tools such as remote access and SCCM.
• Document end-user interactions, including inquiries, complaints, and actions taken.
• Maintain ticket queue to meet SLAs and update end users as appropriate.
• Help maintain documentation for owned applications and ensure compliance with documentation standards.

Change & Major Incident Management

• Escalate issues to other teams, leadership, and vendors as needed.
• Use ITSM to evaluate ticket trends and review appropriateness of environment changes.
• Document outcomes and facilitate meetings.

Development, Application Monitoring & Process Improvement

• Evaluate existing apps/software and user needs to recommend and implement system changes.
• Respond to alerts for system outages or service degradation; administer and improve application performance monitoring solutions.
• Analyze incident data to identify trends and opportunities for process improvements.

Security & Compliance

• Ensure security protocols are accurately followed for all Client business processes.
• Adhere to all quality, organizational, and Commonwealth processes.

Additional Duties

• Assist with completion of special and ongoing projects as required.

Required Qualifications

• 3-5+ years of experience supporting or developing applications.
• Advanced troubleshooting knowledge for applications, networks, and technical issues.
• Professional interaction with end users and other teams.
• Excellent verbal, written, and documentation skills.
• Strong customer service orientation.
• Ability to collaborate and work independently.
• High professionalism and attention to detail.
• Ability to provide 24/7 on-call support when scheduled.

Desired Qualifications

• Familiarity with application monitoring and alerts.
• Experience with Power Platform (Power Apps, Power Automate, Power BI).
• Familiarity with ITSM tools (e.g., ServiceNow).
• Understanding of SDLC and proficiency in supporting IT operations.
• Familiarity with GitHub for source control management.
• Strong aptitude for learning and adapting to new technologies.
• Desire to drive process improvement.

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