Job Description
Job DescriptionTechnical Systems Analyst
Location: Boston, MA
Duration: 12 months
Position Overview
We are seeking an experienced Technical Systems Analyst to provide Tier 2 IT application support for both custom-built and commercial off-the-shelf (COTS)/SaaS applications. The analyst will be responsible for troubleshooting technical issues, resolving escalated incidents and service requests, supporting application administration, and providing high-quality customer service.
The ideal candidate will have strong technical troubleshooting skills, experience supporting file-transfer systems such as MoveIT/SFTP, and the ability to analyze application issues, identify trends, and recommend improvements.
Key ResponsibilitiesApplication Support
- Provide timely resolution for escalated service tickets and technical incidents.
- Deliver high-quality technical support to end users through phone, chat, email, and other communication channels.
- Troubleshoot application, network, and technical issues using available tools and technologies.
- Utilize remote-access tools, SCCM, and other enterprise support tools as required.
- Support both internally developed and COTS/SaaS applications.
- Manage and maintain application-related ticket queues while meeting established SLAs.
- Provide timely status updates to end users and stakeholders.
- Document end-user interactions, troubleshooting steps, findings, and resolutions.
- Escalate complex incidents to appropriate technical teams when necessary.
- Maintain application documentation and ensure documentation meets established standards.
Application Monitoring & Process Improvement
- Monitor applications and respond to system availability and service-degradation alerts.
- Assist with administration and improvement of application performance monitoring solutions.
- Analyze incident and service-ticket data to identify recurring issues and trends.
- Recommend and implement process improvements and alternative technical solutions.
- Evaluate existing applications and software against business and user requirements.
- Analyze, design, recommend, and implement system changes as appropriate.
- Support application administration and ongoing operational improvements.
File Transfer & Integration Support
- Manage and support MoveIT or equivalent SFTP/file-transfer platforms.
- Configure and troubleshoot automated file-transfer processes.
- Investigate failed, delayed, or incomplete file transfers.
- Monitor file-transfer workflows and resolve connectivity or configuration issues.
- Coordinate with application and infrastructure teams to resolve integration-related problems.
ITSM & Change Management
- Utilize ITSM tools to review incidents, service requests, and change-management activities.
- Assist in assessing the potential impact and scope of system outages.
- Participate in change-management processes and technical reviews.
- Maintain accurate records of incidents, changes, resolutions, and application configurations.
Security & Compliance
- Follow established security protocols and organizational standards.
- Ensure application support activities comply with applicable security and operational requirements.
- Protect system and user information while performing troubleshooting and administrative activities.
- Adhere to established quality, security, and operational processes.
Required Qualifications
- Minimum 3–5 years of relevant experience supporting or developing applications.
- At least 3 years of full-time experience in application support or development in a relevant technology environment.
- Hands-on experience managing MoveIT or an equivalent SFTP/file-transfer platform.
- Experience configuring and troubleshooting automated file transfers.
- Advanced troubleshooting skills across applications, networks, and technical environments.
- Strong ability to analyze complex technical problems and identify appropriate solutions.
- Excellent verbal, written, interpersonal, and technical documentation skills.
- Strong customer-service orientation.
- Ability to work effectively with end users, technical teams, and business stakeholders.
- Ability to collaborate effectively while also working independently.
- Strong attention to detail and ability to manage changing priorities.
- Ability to reprioritize tasks based on business and operational needs.
- Ability to provide 24x7 on-call support when scheduled.
Desired Qualifications
- Experience with ITSM platforms, such as ServiceNow.
- Experience with application monitoring, alerting, and performance-management tools.
- Strong understanding of object-oriented design and development.
- Experience supporting traditional monolithic applications.
- Experience with distributed and microservices-based architectures.
- Familiarity with AWS.
- Familiarity with Amazon EKS and cloud-based application environments.
- Understanding of Lambda and serverless concepts.
- Knowledge of enterprise IT operations and application support practices.
- Understanding of the Software Development Life Cycle (SDLC).
- Experience working with incident, problem, change, and release-management processes.
- Strong aptitude for learning new technologies.
- Demonstrated interest in process improvement and operational efficiency.
Technical Skills
- Application Support & Troubleshooting
- Tier 2 IT Support
- MoveIT / SFTP
- Automated File Transfers
- Incident & Request Management
- ITSM / ServiceNow
- SCCM
- Remote Support Tools
- Application Monitoring
- Performance Monitoring
- Network Troubleshooting
- AWS
- Amazon EKS
- Serverless / Lambda
- Microservices
- Distributed Applications
- Object-Oriented Development
- SDLC
- Change Management
- Technical Documentation
Key Attributes
- Excellent customer-service skills
- Strong analytical and troubleshooting abilities
- Clear and professional communication
- Strong documentation skills
- Team-oriented and collaborative
- Ability to work independently
- High level of professionalism
- Strong attention to detail
- Adaptable and willing to learn new technologies
- Proactive approach to identifying and resolving recurring issues
- Ability to work effectively in a fast-paced IT operations environment