Technical Systems Analyst

JOB TITLE:

Technical Systems Analyst

JOB LOCATION:

Boston MA WAGE RANGE*: $50-$53 JOB NUMBER:
Client-27-1030-0P100-0

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JOB DESCRIPTION:

This 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 standards Development, 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 solutions Analyze 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. Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities
* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits;

dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.