Technical Systems Analyst

We are seeking a Technical Systems Analyst for a contract position in Boston, Massachusetts, with a duration of six months or longer. This role offers an opportunity to provide advanced Tier 2 IT support for both homegrown and commercial off-the-shelf (COTS) and Software-as-a-Service (SaaS) applications in a dynamic technical environment., * Provide resolution for escalated service tickets in a timely manner and escalate further when needed

• Work with end users to evaluate and solve technical problems using provided tools, including remote access tools and SCCM
• Document end user interactions, including details of inquiries, complaints, comments, and actions taken during troubleshooting
• Maintain ticket queue to meet SLAs and provide quick resolution to the end user community, updating them as appropriate
• Deliver high-quality customer service through various communication channels including phone, chat, and email
• Help maintain documentation for owned applications and ensure documentation standards are met
• Evaluate existing applications and software 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 business processes
• Assume additional duties and responsibilities as required to assist with special and ongoing projects

Systems Analysis, Systems Analysis, Technical Support, Software as a Service (SaaS), Contract Analysis, Commercial Off-the-Shelf (COTS), Time Management, System Center Configuration Manager (SCCM), Remote Access, Problem Solving Skills, * Required

• 3+ years of relevant experience supporting or developing applications
• Experience managing MoveIT or equivalent SFTP system
• Familiarity configuring and troubleshooting automated file transfers
• Advanced knowledge troubleshooting applications, network, and other technical problems
• Ability 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
• 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 context switch and reprioritize tasks as needed
• Ability to provide 24/7 on-call support when scheduled
• Preferred
• Familiarity with ITSM tools such as ServiceNow
• Familiarity with application monitoring and alerts
• Strong Object-Oriented design and development knowledge
• Experience working with traditional (monolithic), distributed architecture, and microservice-based applications
• Familiarity with AWS, EKS, and Lambda expressions
• Proficiency and knowledge of supporting technology within an IT operations environment
• Understanding of software development lifecycles (SDLC)
• Strong aptitude to learn and adapt to new technologies
• Demonstrated desire to drive process improvement