Technical Systems Analyst

Tier 2 It Support AnalystThis analyst will act as Tier 2 IT support responsible for supporting both homegrown and COTS/SAAS (MoveIT and others as assigned) applications. They are responsible for handling incidents and requests that have been and help support administrative functions. This candidate is expected to have advanced technical knowledge and experience in providing superior customer support, including creative problem solving and hands-on troubleshooting.The Analyst will provide support through various communications channels including phone, chat and email. This candidate should have the ability to analyze existing systems and make proactive recommendations for improvements or alternative solutions. The candidate will use ITSM tools to review change management requests and help assess the scope of outages.Position Responsibilities (including but not limited to):Application Support Provide resolution for escalated service tickets in a timely manner. Provide high quality customer service. Further escalate tickets as needed.Work with end users to evaluate and solve technical problems using all tools provided, including remote access tool, SCCM, etc.Document end user interactions, including details of inquiries, complaints, comments, and actions taken during the troubleshooting process.Maintain ticket queue to meet SLA's and provide quick resolution to the end user community, including updating them when appropriate.Help maintain documentation for owned applications and ensure others meet documentation standardsDevelopment, Application Monitoring and Process Improvement Evaluate existing apps/software and/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 solutionsAnalyze incident data to identify trends and opportunities for process improvements.Ensure security protocols are accurately followed as they pertain to all Commonwealth business processes. Adhere to all quality, organizational and Commonwealth processes.Assume additional duties and responsibilities as required to assist with the completion of special and/or ongoing projects.Required Qualifications3-5 years (or more) of relevant experience supporting or developing applications Must include experience managing MoveIT or equivalent SFTP systemFamiliarity configuring and troubleshooting automated file transfersAdvanced knowledge troubleshooting applications, network and other technical problemsAble to interact with end users and other teams professionallyExcellent verbal, interpersonal and written communication and documentation skillsDriven by a desire to provide strong customer serviceHas a teamwork mentality with the ability to both collaborate and work independentlyHigh level of professionalism and focus on qualityAttention to detail with the ability to contact switch and reprioritize tasks as neededAbility to provide 24 hour/7 days a week on-call support when scheduledDesired QualificationsFamiliarity with ITSM – e.g. ServiceNowFamiliarity with application monitoring and alertsStrong Object-Oriented design and development. Experience working with traditional (monolithic), distributed architecture, and microservice-based applications.Familiarity with AWS, EKS, Lambda expressionsProficiency and knowledge of supporting technology within an IT operation.Understanding of software development lifecycles (SDLC).Strong aptitude to learn and adapt to new technologies.A desire to drive process improvementEEO Employer LanceSoft is a certified Minority Business Enterprise (MBE) and an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.