Systems Analyst or Systems Analyst II, OSS​/BSS Application Specialist

Systems Analyst I or Systems Analyst II, OSS/BSS Application Specialist

Location:

Cedar Rapids (This position is located at the Corporate Office in Cedar Rapids, Iowa. Qualified candidates must live within a commutable distance to Cedar Rapids, or willing to relocate).

Department:
Information Technology

Employment Type:

Full-Time

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At ImOn Communications, we're more than a technology provider, we're a team of people passionate about keeping our community connected. As a Systems Analyst, OSS/BSS Application Specialist, you will administer, maintain, and support the organization's OSS/BSS application and the operational data that drives critical business and network processes. This position serves as a technical and functional resource for the OSS/BSS environment, ensuring that application configuration and data accurately reflect the organization's products, services, customers, and telecommunications network.

• Validate data sent from engineering teams and input into the OSS/BSS system while maintaining data integrity.
• Assist in the resolution of incidents and service requests, including triage, troubleshooting, escalation, and timely follow-up within defined SLAs.
• Monitor and manage assigned ticket queues, ensuring accurate updates, documentation, and communication with stakeholders.
• Support the analysis of system behavior and business processes to identify issues, improvements, and optimization opportunities.
• Assist with system integration support, including validating data flows, troubleshooting interface issues, and escalating complex problems when needed.
• Participate in system upgrades, patches, and migrations, including testing, validation, and post-implementation support.
• Monitor system performance and report issues, risks, or degradation to appropriate teams for resolution.

• Validate data sent from engineering teams and input into the OSS/BSS system while maintaining data integrity.
• Own the end-to-end resolution of incidents and service requests, including triage, prioritization, root cause analysis, and timely resolution within defined SLAs
• Manage and drive ticket queues, ensuring accountability for progress, resolution quality, and clear communication with stakeholders
• Analyze system behavior and business requirements to identify, recommend, and implement improvements, defect resolutions, and performance optimizations
• Own system integration support, including validating data flows, troubleshooting interface failures, and ensuring reliable interoperability between systems
• Maintain accurate system documentation, ensuring configurations, processes, and knowledge are current and transferable across the team
• Monitor system performance and integration points, proactively identifying risks, degradation, and opportunities for optimization, and driving corrective actions

• Strong communication and customer service skills
• A positive, professional attitude, even in challenging situations
• Technical curiosity and a willingness to learn
• Dependability and attention to detail
• Ability to work independently and as part of a team

Requirements

Minimum Requirements

Level I:

• At least 1 year of experience in systems support, application support, systems analysis, or a related IT role (or equivalent internship, education, or technical support experience).
• Associate's degree in Information Technology, Computer Science, or related field (or equivalent practical experience).
• Strong communication skills, with the ability to effectively communicate with technical and non-technical users.
• Basic understanding of incident and service request management processes, including troubleshooting and escalation procedures.
• Strong analytical and problem-solving skills with the ability to troubleshoot application, integration, and data-related issues.
• Working knowledge of business applications, system support concepts, and production support environments.
• Basic proficiency in SQL, including querying and data validation.
• Basic understanding of system integration concepts, APIs, data flows, and middleware technologies.
• Ability to learn new systems, applications, and business processes with limited supervision.
• Proficiency with Microsoft Excel, including filtering, sorting, pivot tables, and basic data analysis.
• Ability to manage multiple tasks, prioritize work, and maintain accurate documentation in a fast-paced environment.

Level II:

• All requirements for a level I.
• At least 3 years of experience in systems support, application support, systems analysis, or a related IT role.
• Strong communication skills, with the ability to provide clear, concise updates to technical and non-technical stakeholders during incidents.
• Proven ability to independently own incident and service request resolution, including triage, root cause analysis, and cross-team coordination.
• Strong troubleshooting experience across applications, integrations, and data issues…