Senior IT Systems Analyst

Key Responsibilities

• Provide follow-up, resolution, and closure of L2/L3 ticket management.
• Deliver professional and efficient infrastructure incident management coordination and services.
• Respond to and monitor IT system management technical issues.
• Complete assigned project goals in full and on time.
• Perform relevant IT research and development activities to support emerging technologies.
• Serve as the regional L2/L3 escalation point for complex infrastructure and system issues, providing advanced troubleshooting and root cause analysis.
• Act as the primary technical liaison between Kraton and the Managed Service Provider, coordinating resolution of critical incidents and technical challenges.
• Provide technical oversight of infrastructure service delivery, ensuring adherence to SLAs, KPIs, and established service management processes.
• Validate, guide, and influence technical solutions, configurations, and changes implemented by the managed service provider.
• Deliver high-touch IT support for executive leadership, ensuring responsiveness, discretion, and minimal disruption to business operations.

Required Skills

• Minimum of 10 years of relevant work experience in business processes/systems analysis.
• Individuals at this level have broad IT knowledge and considered an expert in a technical/functional IT arena.
• This individual proactively analyzes business and technical processes looking for opportunities to streamline, automate, and improve on day-to-day activities of the users.
• This individual also delivers recommendations for change and improvements to the IT leadership as well as identifies and applies system solutions to business problems as directed by the IT leadership.
• Decisions made by this individual are significant but done with general oversight and approval.

Education, Certifications & Licenses

• Bachelor's degree in Business Administration, Information Systems, Computer Science, or related field of study from an accredited college/university or requisite years of experience is required.
• Master's degree in Computer Science, Information Systems Management, or related field of study is preferred.