Sr. IT Analyst

Do you want to join a team that's changing the world? Do you have a strong background as a Sr. IT Analyst? Then we're looking for you! Put your skills to meaningful use, gain unique experience, and work with world-class team members with diverse backgrounds and expertise who share the same vision. Join the PECNA team today!

Do you want to join a team that's changing the world? Do you have a strong background as a Senior IT Analyst? Then we're looking for you! Put your skills to meaningful use, gain unique experience, and work with world-class team members with diverse backgrounds and expertise who share the same vision. Join the PECNA team today! The Senior IT Analyst is the highest-level individual contributor for analyst owned support services within PECNA IT Operations.

This role owns analyst standards, support maturity, escalation strategy, tooling improvement, and technical risk management for endpoint and user support services. The position defines long term direction for analyst workflows, governs ticket quality and operational performance, leads major incident support strategy for analyst owned areas, mentors analysts, and ensures support services are reliable, documented, secure, customer focused, and aligned with business needs.

• Own analyst operational standards for incident, request, change, problem, project task, walk up, field support, onboarding, offboarding, endpoint refresh, shared device, asset return, and production area support workflows.
• Serve as the highest analyst escalation point for complex endpoint, application, access, shared workstation, printing, mobile device, and user impacting issues that require advanced technical judgment.
• Lead analyst response strategy during major incidents by guiding user impact validation, endpoint recovery coordination, communications input, escalation management, and post incident improvement actions.
• Participate in on call, after hours support, and maintenance activities as the senior analyst escalation point for major incidents, production support, endpoint deployments, and business critical support events.
• Set expectations for ticket queue management, SLA and KPI performance, aging ticket control, escalation criteria, documentation quality, customer communication, and operational reporting across analyst owned work.
• Own analyst tooling maturity for Manage Engine Endpoint Central or similar platforms, including agent health standards, deployment practices, patch reporting, inventory accuracy, software deployment governance, and support model improvements.
• Own analyst expectations for monitoring tool use, including Manage Engine OpManager alert handling, endpoint impact validation, escalation paths, operational dashboards, and service health reporting inputs.
• Lead cross functional alignment for analyst supported projects, endpoint lifecycle planning, access process improvements, device standards, support readiness, tooling changes, and site support models.
• Review project plans, change plans, vendor recommendations, support models, and new service introductions to ensure analyst readiness, documentation quality, and long-term supportability.
• Define standards for analyst support in office, manufacturing, laboratory, shared workstation, conference room, and mobile support environments.
• Perform other duties, responsibilities, and special projects as assigned to support business objectives and operational requirements.

• Proactively identify systemic support risks, ticket backlog risks, service gaps, tool limitations, endpoint support weaknesses, knowledge gaps, customer experience issues, and KPI performance gaps.
• Define and improve analyst performance models for SLA adherence, ticket quality, customer communication, backlog health, escalation discipline, and knowledge base effectiveness.
• Lead root cause analysis for significant or recurring analyst owned issues and drive corrective actions across teams.
• Develop recommendations that balance service quality, user experience, operational maturity, cybersecurity, compliance, cost, scalability, and long-term supportability.

• Provide sustained mentorship to IT Analyst I, II, and III team members through coaching, ticket reviews, escalation reviews, technical standards, project guidance, and promotion readiness feedback.
• Define documentation standards, knowledge management expectations, analyst…