Technical Systems Analyst

Must include experience managing MoveIT or equivalent SFTP system

This analyst will act as Tier 2 IT support responsible for supporting both homegrown and COTS/SAAS (MoveIT (secure file transfer) 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.

Application Support

Provide resolution for escalated service tickets in a timely manner. Provide high quality customer service. Further escalated 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.

3-5 years (or more) of relevant experience supporting or developing applications

Must include experience managing MoveIT or equivalent SFTP system

Familiarity configuring and troubleshooting automated file transfers

Advanced knowledge troubleshooting applications, network and other technical problems

Able 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

Has a 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 contact switch and reprioritize tasks as needed

Ability to provide 24 hour/7 days a week on-call support when scheduled

• Familiarity with ITSM – e.g. Service Now
• Familiarity with application monitoring and alerts
• Strong Object-Oriented design and development. Experience working with traditional (monolithic), distributed architecture, and microservice-based applications.
• Familiarity with AWS, EKS, Lambda expressions
• Proficiency and knowledge of supporting technology within an IT operation.
• Understanding of software development life cycles (SDLC).
• Strong aptitude to learn and adapt to new technologies.