Technical Systems Analyst

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 elevate 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 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 #J-18808-Ljbffr