Accounts Management Analyst

Official Title

Accounts Management Analyst II

United States-Massachusetts-Chelsea-200 Arlington Street

Information Systems and Technology

Exec Office of Technology Services and Security

Full-time

Day

1

77,290. Yearly

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 accounts, and other enterprise systems, software access, and memberships.

Process and complete urgent deactivation or reactivation security requests from Human Resource departments.

Modify accounts when required, including the update of Service Now asset inventory, which will become the authoritative source for information related to a user (hardware and software).

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

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

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

Escalate to Tier 3 support when applicable.

Provide knowledge-based article information to be documented when processes and fixes can be made available to end users as well as to other support teams who may be able to resolve the ticket first.

Assist with audit requests as requested and required.

Help provide quarterly reports to review 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, procedures, and standards.

Three (3) years of experience in technical support or electronic data processing in a large IT enterprise environment.

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

Hands-on experience and knowledge with IT service management ticketing systems, with Service Now experience desirable.

Proven experience in effectively and efficiently troubleshooting technical problems.

Advanced knowledge and hands-on experience with some of the following skillsets:

• Power Shell Scripting
• Active Directory
• MS Intune
• Core View
• Messaging

Methodical and able to follow documented procedures and instructions.

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

Excellent multitasking and time management skills with the ability to prioritize effectively and efficiently.

Ability to analyze and interpret problems and their resolutions.

Excellent problem-solving and analytical skills, with the ability to independently analyze reported issues, document, and recommend solutions.

Excellent customer service skills complimented by an ability to effectively interpret, respond, and clearly communicate problems and resolutions to customers.

Ability to work effectively on independent tasks and in a collaborative team with a high level of professionalism and quality.

Excellent communication and writing skills with the ability to clearly communicate technical concepts to both technical and non-technical audiences across all levels of an organization.

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

First consideration will be given to those applicants that apply within the first 14 days.

Minimum Entrance Requirements:

• Applicants must have at least two (2) years of full-time or equivalent part-time professional or practical experience in the field of information technology customer service and end user support, or any equivalent combination of the required experience and the substitutions below.
• An Associate’s degree in a related field may substitute for one (1) year of the required experience.
• A Bachelor’s degree or higher in a related field may substitute for the required experience.

An Equal Opportunity / Affineces Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.

Contact Diversity Officer / ADA Coordinator:
Emily Hartmann -