We are seeking a Technical Systems Analyst for a contract position in Boston, Massachusetts, with a duration of six months or longer. This role offers an opportunity to provide advanced Tier 2 IT support for both homegrown and commercial off-the-shelf (COTS) and Software-as-a-Service (SaaS) applications in a dynamic technical environment.
Responsibilities
Provide resolution for escalated service tickets in a timely manner and escalate further when needed
Work with end users to evaluate and solve technical problems using provided tools, including remote access tools and SCCM
Document end user interactions, including details of inquiries, complaints, comments, and actions taken during troubleshooting
Maintain ticket queue to meet SLAs and provide quick resolution to the end user community, updating them as appropriate
Deliver high-quality customer service through various communication channels including phone, chat, and email
Help maintain documentation for owned applications and ensure documentation standards are met
Evaluate existing applications and software 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 business processes
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Assume additional duties and responsibilities as required to assist with special and ongoing projects
Qualifications
Required
3+ years of relevant experience supporting or developing applications
Experience managing MoveIT or equivalent SFTP system
Familiarity configuring and troubleshooting automated file transfers
Advanced knowledge troubleshooting applications, network, and other technical problems
Ability 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
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 context switch and reprioritize tasks as needed
Ability to provide 24/7 on-call support when scheduled
Preferred
Familiarity with ITSM tools such as ServiceNow
Familiarity with application monitoring and alerts
Strong Object-Oriented design and development knowledge
Experience working with traditional (monolithic), distributed architecture, and microservice-based applications
Familiarity with AWS, EKS, and Lambda expressions
Proficiency and knowledge of supporting technology within an IT operations environment
Understanding of software development lifecycles (SDLC)
Strong aptitude to learn and adapt to new technologies
Demonstrated desire to drive process improvement
