Technical Systems Analyst Applications Operations - TSA 26-00288

Technical Systems Analyst – Applications Operations

Location: Boston, MA 02116 (Hybrid | Local MA Candidates Only)
Duration: 12 Months

Overview

Client is seeking a Technical Systems Analyst to provide Tier 2 support for homegrown and COTS/SaaS applications. This role focuses on incident resolution, application monitoring, change management support, and continuous improvement while delivering excellent customer service.

Responsibilities

• Resolve escalated application and system support tickets within SLAs

• Troubleshoot issues using remote tools, SCCM, and ITSM platforms

• Document incidents, resolutions, and maintain application documentation

• Support change and major incident management, including escalations and reporting

• Monitor applications, respond to outages/performance issues, and analyze trends

• Recommend system and process improvements

• Ensure compliance with security and organizational policies

• Participate in scheduled 24/7 on-call support

• Assist with special projects as needed

Required Qualifications

• 3+ years of experience supporting or developing applications (service desk preferred)

• Strong application, system, and network troubleshooting skills

• Excellent customer service, communication, and documentation abilities

• Ability to multitask, reprioritize, and work independently or in a team

Preferred Skills

• ITSM tools (e.g., ServiceNow)

• Application monitoring and alerting

• Microsoft Power Platform (Power Apps, Power Automate, Power BI)

• SDLC knowledge and GitHub experience