Technical Systems Analyst

Job Title:  Technical Systems Analyst

Location: Boston, MA (Hybrid)

Job Type: Contract

Duration: 12 months (renewable)

Job Overview

Our client is seeking a skilled Technical Systems Analyst to join their Applications Operations Team as a Tier X IT support resource. The analyst will support both homegrown and commercial off-the-shelf (COTS/SaaS) applications, handle escalated incidents and service requests, and drive proactive process improvements across the application portfolio.

Key Responsibilities

• Provide Tier X resolution for escalated service tickets in a timely manner while maintaining high customer service standards
• Work with end users to evaluate and resolve technical problems using remote access tools, SCCM, and other available resources
• Document end-user interactions including inquiries, complaints, and troubleshooting actions taken
• Maintain ticket queue to meet SLAs and communicate status updates to the end-user community
• Maintain and improve documentation for owned applications and enforce documentation standards
• Evaluate existing applications and user needs to design and recommend system improvements
• Respond to system availability alerts and help administer application performance monitoring solutions
• Analyze incident data to identify trends and opportunities for process improvement
• Adhere to security protocols and all organizational quality standards
• Provide 24/X on-call support on a rotating scheduled basis

Required Skills

• X-X+ years of experience supporting or developing applications
• Experience managing MoveIT or an equivalent SFTP/managed file transfer system
• Familiarity configuring and troubleshooting automated file transfers
• Advanced troubleshooting skills across applications, network, and related technical domains
• Excellent verbal, written, and interpersonal communication skills
• Strong customer service orientation and teamwork mentality
• Ability to multitask, context-switch, and reprioritize under pressure

Preferred Skills

• Familiarity with ITSM platforms (e.g., ServiceNow)
• Experience with application monitoring and alerting tools
• Strong Object-Oriented design and development background
• Experience with monolithic, distributed, and microservice-based architectures
• Familiarity with AWS, EKS, and Lambda
• Understanding of Software Development Lifecycles (SDLC)