Technical Systems Analyst

Provide Tier 2 support and timely resolution for escalated application incidents and service requests. Troubleshoot application, network, and technical issues using available tools, including remote access and SCCM. Support and troubleshoot MoveIT/SFTP and automated file-transfer processes . Investigate file-transfer failures and work with technical teams to restore services. Maintain accurate ticket documentation, troubleshooting steps, resolutions, and user communications. Manage assigned tickets and prioritize work to meet established SLAs. Escalate complex issues to appropriate teams while maintaining ownership through resolution. Maintain application support documentation and ensure documentation meets organizational standards. Monitor applications and respond to system availability or performance alerts. Help administer and improve application monitoring and alerting solutions. Analyze incident trends and recommend opportunities for process and service improvements. Evaluate existing applications and user needs and recommend technical solutions or system enhancements. Review ITSM/change-management requests and assist with assessing potential outages and impacts. Follow security, quality, organizational, and Commonwealth IT processes. Participate in special projects and other IT initiatives as needed. Provide 24x7 on-call support when scheduled . Required Qualifications 3–5+ years of relevant experience supporting or developing enterprise applications. Hands-on experience with MoveIT or an equivalent managed file transfer/SFTP platform . Experience configuring, monitoring, and troubleshooting automated file transfers . Advanced application and technical troubleshooting skills. Strong understanding of application, network, and IT operational support. Experience working with end users and technical teams in a professional support environment. Excellent verbal, written, interpersonal, and documentation skills. Strong customer-service mindset and creative problem-solving abilities. Ability to manage multiple priorities, adapt to changing requirements, and work independently or collaboratively. Strong attention to detail and commitment to quality. Ability to participate in 24/7 on-call support when scheduled . Preferred Qualifications Experience with ServiceNow or other ITSM platforms . Experience with application monitoring, alerts, and performance management. Knowledge of software development lifecycles (SDLC) . Experience with object-oriented application development and troubleshooting. Understanding of monolithic, distributed, and microservice-based architectures. Familiarity with AWS, EKS, and Lambda . Experience supporting enterprise IT operations. Strong interest in learning new technologies and improving processes. #J-18808-Ljbffr