Technical Systems Analyst

Location: 10 Park Plaza, Boston, MA (Hybrid, 1 time in office per week)

Duration: Through 6/30/27 (with possibility of extension)

Pay rate: $50-$53/hour

About the Role

This analyst will act as Tier 2 IT support responsible for supporting both homegrown and COTS/SAAS (MoveIT and others as assigned) applications. They are responsible for handling incidents and requests that have been escalated and help support administrative functions. This candidate is expected to have advanced technical knowledge and experience in providing superior customer support, including creative problem solving and hands-on troubleshooting. The Analyst will provide support through various communications channels including phone, chat, and email. This candidate should have the ability to analyze existing systems and make proactive recommendations for improvements or alternative solutions. The candidate will use ITSM tools to review change management requests and help assess the scope of outages.

Responsibilities

• Provide resolution for escalated service tickets in a timely manner.
• Provide high-quality customer service.
• Further escalate tickets as needed.
• Work with end users to evaluate and solve technical problems using all tools provided, including remote access tools, SCCM, etc.
• Document end-user interactions, including details of inquiries, complaints, comments, and actions taken during the troubleshooting process.
• Maintain ticket queue to meet SLAs and provide quick resolution to the end-user community, including updating them when appropriate.
• Help maintain documentation for owned applications and ensure others meet documentation standards.
• Evaluate existing apps/software and/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 all Commonwealth business processes.
• Adhere to all quality, organizational, and Commonwealth processes.
• Assume additional duties and responsibilities as required to assist with the completion of special and/or ongoing projects.

Requirements

• 3-5 years (or more) 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.
• Able 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.

Qualifications

• Knowledge of MassDOT applications and systems (acquired on the job).
• Knowledge of MassDOT policies and procedures.
• Knowledge of Commonwealth procurement rules and regulations.
• Knowledge of EOTSS policies and procedures.
• Minimum of three (3) years of full-time experience in supporting applications (preferably in a service desk environment) or developing in a relevant platform.

Desired Skills

• Familiarity with ITSM – e.g., ServiceNow.
• Familiarity with application monitoring and alerts.
• Strong Object-Oriented design and development.
• Experience working with traditional (monolithic), distributed architecture, and microservice-based applications.
• Familiarity with AWS, EKS, Lambda expressions.
• Proficiency and knowledge of supporting technology within an IT operation.
• Understanding of software development lifecycles (SDLC).
• Strong aptitude to learn and adapt to new technologies.
• A desire to drive process improvement.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program.
• Access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for consultants.
• Access to a certified Career Coach.