Accounts Management Analyst

EOTSS is the lead enterprise technology organization for the Commonwealth of Massachusetts, charged with aligning business and technology across the Executive Branch. The organization oversees digital infrastructure and services, Security Operations Center, and an enterprise standard operating environment supporting over 125 agencies and 43,000 employees. It delivers digital services that make interactions with government easier, faster, and more secure.

Base pay range: $77,290.20/yr – $/yr. Actual pay will be based on skills and experience.

Duties and Responsibilities

• Process employee provisioning, deprovisioning, name changes, and transfer requests in a timely and complete manner.

• Process and complete requests in Active Directory, Azure, Exchange, O365, One Drive, and other enterprise systems, software access, and memberships.

• Process urgent deactivation or reactivation security requests from Human Resources.

• Modify accounts when required, including updating Service Now asset inventory, the authoritative source for user information.

• Adhere to and follow all documented Accounts Management procedures, policies, and processes.

• Manage the Service Now ticket queue to meet SLAs and provide clear and concise documentation on all tickets.

• Work with end users to evaluate and resolve Tier 2 technical problems using all technical tools provided, including remote control.

• Escalate to Tier 3 support when applicable.

• Provide knowledge‑based articles for processes and fixes available to end users and other support teams.

• Assist with audit requests as required.

• Help produce quarterly reports on authorized access within an agency and take corrective action when necessary.

• Determine the proper format for assembling items of information in accordance with established procedures.

• Adhere to all quality, organizational, legal, and Commonwealth processes, policies, and standards.

Preferred Knowledge, Skills, and Abilities

• Three years of experience in technical support or electronic data processing in a large IT enterprise environment.

• Strong hands‑on experience and knowledge of Windows 10, Microsoft O365/Exchange, and Azure functionality.

• Experience with IT service management ticketing systems;
Service Now experience desirable.

• Proven ability to troubleshoot technical problems efficiently.

• Advanced knowledge of:
Power Shell scripting, Active Directory, MS Intune, Core View, Messaging.

• Methodical and able to follow documented procedures and instructions.

• Ability to keep meticulous, consistent documentation of tickets, processes, and resolutions.

• Excellent multitasking, time management, and prioritization skills.

• Strong analytical and problem‑solving skills, with the ability to independently analyze issues, document, and recommend solutions.

• Excellent customer‑service skills, plus the ability to interpret, respond to, and clearly communicate problems and resolutions to customers.

• Capacity to work independently and collaboratively with professionalism and quality.

• Excellent communication and writing skills for both technical and non‑technical audiences.

• Ability to adjust to changing situations and meet emergencies or program/production requirements.

Job Details

Location:

200 Arlington Street, Chelsea, MA 02150

Schedule:

Monday–Friday, 9:00 AM – 5:00 PM (hybrid model with in‑office and work‑from‑home days as needed).

All offers are conditional upon passing a Massachusetts Criminal Background Check (CORI), a security clearance (fingerprinting consistent with IRS or public safety requirements), and required security training.

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