Technical Systems Analyst - 26-10634
hace 2 días
Worcester
Job DescriptionTechnical Systems Analyst Location: Boston, MA Duration: 12 months Position Overview We are seeking an experienced Technical Systems Analyst to provide Tier 2 IT application support for both custom-built and commercial off-the-shelf (COTS)/SaaS applications. The analyst will be responsible for troubleshooting technical issues, resolving escalated incidents and service requests, supporting application administration, and providing high-quality customer service. The ideal candidate will have strong technical troubleshooting skills, experience supporting file-transfer systems such as MoveIT/SFTP, and the ability to analyze application issues, identify trends, and recommend improvements. Key ResponsibilitiesApplication Support • Provide timely resolution for escalated service tickets and technical incidents., • Deliver high-quality technical support to end users through phone, chat, email, and other communication channels., • Troubleshoot application, network, and technical issues using available tools and technologies., • Utilize remote-access tools, SCCM, and other enterprise support tools as required., • Support both internally developed and COTS/SaaS applications., • Manage and maintain application-related ticket queues while meeting established SLAs., • Provide timely status updates to end users and stakeholders., • Document end-user interactions, troubleshooting steps, findings, and resolutions., • Escalate complex incidents to appropriate technical teams when necessary., • Maintain application documentation and ensure documentation meets established standards.Application Monitoring & Process Improvement, • Monitor applications and respond to system availability and service-degradation alerts., • Assist with administration and improvement of application performance monitoring solutions., • Analyze incident and service-ticket data to identify recurring issues and trends., • Recommend and implement process improvements and alternative technical solutions., • Evaluate existing applications and software against business and user requirements., • Analyze, design, recommend, and implement system changes as appropriate., • Support application administration and ongoing operational improvements.File Transfer & Integration Support, • Manage and support MoveIT or equivalent SFTP/file-transfer platforms., • Configure and troubleshoot automated file-transfer processes., • Investigate failed, delayed, or incomplete file transfers., • Monitor file-transfer workflows and resolve connectivity or configuration issues., • Coordinate with application and infrastructure teams to resolve integration-related problems.ITSM & Change Management, • Utilize ITSM tools to review incidents, service requests, and change-management activities., • Assist in assessing the potential impact and scope of system outages., • Participate in change-management processes and technical reviews., • Maintain accurate records of incidents, changes, resolutions, and application configurations.Security & Compliance, • Follow established security protocols and organizational standards., • Ensure application support activities comply with applicable security and operational requirements., • Protect system and user information while performing troubleshooting and administrative activities., • Adhere to established quality, security, and operational processes.Required Qualifications, • Minimum 3–5 years of relevant experience supporting or developing applications., • At least 3 years of full-time experience in application support or development in a relevant technology environment., • Hands-on experience managing MoveIT or an equivalent SFTP/file-transfer platform., • Experience configuring and troubleshooting automated file transfers., • Advanced troubleshooting skills across applications, networks, and technical environments., • Strong ability to analyze complex technical problems and identify appropriate solutions., • Excellent verbal, written, interpersonal, and technical documentation skills., • Strong customer-service orientation., • Ability to work effectively with end users, technical teams, and business stakeholders., • Ability to collaborate effectively while also working independently., • Strong attention to detail and ability to manage changing priorities., • Ability to reprioritize tasks based on business and operational needs., • Ability to provide 24x7 on-call support when scheduled.Desired Qualifications, • Experience with ITSM platforms, such as ServiceNow., • Experience with application monitoring, alerting, and performance-management tools., • Strong understanding of object-oriented design and development., • Experience supporting traditional monolithic applications., • Experience with distributed and microservices-based architectures., • Familiarity with AWS., • Familiarity with Amazon EKS and cloud-based application environments., • Understanding of Lambda and serverless concepts., • Knowledge of enterprise IT operations and application support practices., • Understanding of the Software Development Life Cycle (SDLC)., • Experience working with incident, problem, change, and release-management processes., • Strong aptitude for learning new technologies., • Demonstrated interest in process improvement and operational efficiency.Technical Skills, • Application Support & Troubleshooting, • Tier 2 IT Support, • MoveIT / SFTP, • Automated File Transfers, • Incident & Request Management, • ITSM / ServiceNow, • SCCM, • Remote Support Tools, • Application Monitoring, • Performance Monitoring, • Network Troubleshooting, • AWS, • Amazon EKS, • Serverless / Lambda, • Microservices, • Distributed Applications, • Object-Oriented Development, • SDLC, • Change Management, • Technical DocumentationKey Attributes, • Excellent customer-service skills, • Strong analytical and troubleshooting abilities, • Clear and professional communication, • Strong documentation skills, • Team-oriented and collaborative, • Ability to work independently, • High level of professionalism, • Strong attention to detail, • Adaptable and willing to learn new technologies, • Proactive approach to identifying and resolving recurring issues, • Ability to work effectively in a fast-paced IT operations environment