Technical Systems Analyst

Technical Systems Analyst


Work Location: Boston, MA (Hybrid Model - Mandatory One Day in Office per week.)


Duration: : 12 Months Plus Possible extensions


Work Arrangement

• Hybrid Model - Mandatory one day in office per week
• Remote work allowed: Yes
• 100% Remote: No

Contract Details

• Engagement Length: 12 Months
• Renewable: Yes
• Hours per Week: 37.5

Role Overview


This analyst will act as Tier 2 IT support responsible for supporting both homegrown and COTS/SAAS applications. They are responsible for handling incidents and requests and helping 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


Application Support

• Provide resolution for escalated service tickets in a timely manner.
• Provide high-quality customer service.
• Escalate tickets when necessary.
• Work with end users to evaluate and solve technical problems using available tools, including remote access tools and SCCM.
• Document end-user interactions, including inquiries, complaints, comments, and actions taken during troubleshooting.
• Maintain ticket queues to meet SLAs and provide quick resolution to the user community.
• Keep users updated on ticket status when appropriate.
• Help maintain documentation for owned applications and ensure documentation standards are met.

Development, Application Monitoring & Process Improvement

• Evaluate existing applications/software and user needs.
• Analyze, design, recommend, and implement system changes.
• Respond to alerts when 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 improvement.

Security & Compliance

• Ensure security protocols are accurately followed.
• Adhere to all quality and organizational processes.

Additional Duties

• Assist with special and ongoing projects as required.
• Assume additional responsibilities as needed.

Required Qualifications

• 3-5+ years of relevant experience supporting or developing applications.
• Experience managing an SFTP platform.
• Familiarity configuring and troubleshooting automated file transfers.
• Advanced knowledge of troubleshooting applications, networks, and technical issues.
• Ability to interact professionally with end users and cross-functional teams.
• Excellent verbal, written, interpersonal, and documentation skills.
• Strong customer service orientation.
• Ability to work independently and collaboratively.
• High level of professionalism and focus on quality.
• Strong attention to detail.
• Ability to switch priorities and reprioritize tasks as needed.
• Ability to provide 24x7 on-call support when scheduled.

Desired Qualifications

• Familiarity with ITSM platforms (e.g., ServiceNow).
• Familiarity with application monitoring and alerting tools.
• Strong object-oriented design and development knowledge.
• Experience with:
• Traditional (monolithic) applications
• Distributed architectures
• Microservices-based applications
• Familiarity with:
• AWS
• EKS
• Lambda expressions
• Proficiency supporting technology within IT operations environments.
• Understanding of Software Development Life Cycle (SDLC).
• Strong aptitude for learning and adapting to new technologies.
• Desire to drive process improvement

Qualifications Acquired on the Job

• Knowledge of organizational applications and systems.
• Knowledge of organizational policies and procedures.
• Knowledge of procurement rules and regulations.
• Knowledge of enterprise technology policies and procedures.

Minimum Entrance Requirements


Applicants must have at least three (3) years of full-time experience in:

• Supporting applications (preferably in a service desk environment), or
• Developing applications on a relevant platform.