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Location
Onsite: Boston, Massachusetts
Onsite: Boston, Massachusetts
Experience Level
Mid-Senior Level (3-5+ Years)
Position Overview
The Technical Systems Analyst will serve as a Tier 2 Applications Support resource responsible for supporting both custom-developed and COTS/SaaS applications, including MoveIT and other enterprise platforms. This role provides advanced technical support, incident resolution, application monitoring, troubleshooting, and operational support while ensuring exceptional customer service and adherence to organizational standards.
The ideal candidate possesses strong application support experience, expertise with managed file transfer solutions, excellent troubleshooting skills, and the ability to collaborate effectively with business users, developers, infrastructure teams, and vendors.
Key Responsibilities
Application Support & Incident Management
- Provide Tier 2 support for enterprise applications, including homegrown and vendor-supported solutions.
- Troubleshoot and resolve escalated incidents, service requests, and application issues.
- Support and administer MoveIT or similar secure file transfer platforms.
- Diagnose and resolve automated file transfer failures and integration issues.
- Document technical issues, root causes, resolutions, and user interactions.
- Maintain ticket queues and ensure SLA compliance.
- Escalate complex issues to appropriate teams when necessary.
Customer & End User Support
- Provide support through phone, email, chat, and remote support tools.
- Assist end users in diagnosing and resolving application-related issues.
- Deliver high-quality customer service and maintain effective stakeholder relationships.
- Communicate technical concepts clearly to technical and non-technical users.
Application Monitoring & Operations
- Monitor application health, availability, and performance.
- Respond to application alerts, outages, and service degradation events.
- Support application monitoring platforms and related operational tools.
- Participate in on-call support rotations as required.
Process Improvement & Analysis
- Analyze incident and support trends to identify recurring issues.
- Develop recommendations for operational efficiencies and process improvements.
- Evaluate existing applications and recommend enhancements or alternative solutions.
- Assist in improving support procedures and operational standards.
Change Management & Documentation
- Review change requests and assess business and operational impacts.
- Support change management and release activities.
- Maintain application documentation, support procedures, and knowledge base articles.
- Ensure documentation meets organizational standards.
Security & Compliance
- Adhere to Commonwealth security policies, standards, and procedures.
- Ensure security protocols are properly followed during support and operational activities.
- Support compliance and quality assurance initiatives.
Required Qualifications
- 3-5+ years of experience supporting enterprise applications and/or application development.
- Experience supporting:Â
- MoveIT
- Managed File Transfer (MFT) platforms
- Secure FTP (SFTP) solutions
- Experience configuring and troubleshooting automated file transfers.
- Advanced troubleshooting skills across:Â
- Applications
- Networks
- Integrations
- Infrastructure Components
- Strong customer service and end-user support experience.
- Experience documenting incidents, resolutions, and technical procedures.
- Excellent verbal and written communication skills.
- Ability to work independently and collaboratively.
- Ability to participate in a 24x7 on-call support rotation.
Preferred Qualifications
- ServiceNow or similar ITSM platform experience.
- Experience with application monitoring tools and alerting platforms.
- Understanding of:Â
- SDLC
- Change Management
- Release Management
- Exposure to:Â
- AWS
- EKS (Elastic Kubernetes Service)
- AWS Lambda
- Cloud-based applications
- Familiarity with:Â
- Object-Oriented Design
- Monolithic Architectures
- Distributed Systems
- Microservices Architecture
- Experience supporting enterprise operational environments.
- Experience driving process improvement initiatives.
Core Skills
- Application Support
- Production Support
- MoveIT
- SFTP / Managed File Transfer
- Incident Management
- Problem Management
- ServiceNow
- ITSM
- Application Monitoring
- AWS
- EKS
- AWS Lambda
- Change Management
- SDLC
- Root Cause Analysis
- Troubleshooting
- Customer Support
- Technical Documentation
- Process Improvement
- On-Call Support
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