Thrive · 3 days ago
Technical Process Analyst
New York, NY
Full-time
Hybrid
Entry, Mid Level
2+ years expThrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery, and Managed Services. They are seeking a Technical Process Analyst to review and optimize internal processes by analyzing incoming support tickets, identifying inefficiencies, and recommending improvements. The role involves driving process efficiencies, automation, and AI integrations while collaborating with relevant teams to implement changes.
Cloud ComputingCyber SecurityInformation TechnologyOutsourcing
Responsibilities
Review and analyze incoming tickets/cases to identify trends, recurring issues, and areas for improvement
Conduct general quality assurance (QA) on processes to determine what can be done better
Identify process gaps, bottlenecks, and inefficiencies
Explore and recommend opportunities for automation, AI enhancements, and overall technical process efficiencies
Update and maintain technical process documentation as needed
Prepare and deliver monthly reports summarizing improvements, changes, and key findings for leadership review
Collaborate with relevant teams to implement recommended changes
Qualification
Required
2+ years of experience in client-facing roles, preferably within IT service management or managed services
Familiarity with MSP operations, ITIL processes, or service delivery frameworks
Experience with documentation management, performance metrics analysis, service handoff processes, and issue identification in client environments
Basic understanding of MSP operations, including service desk, network management, and cloud services
Strong familiarity with Thrive's internal processes, tools, and workflows (internal candidates from Thrive strongly preferred)
Proven experience in process analysis, improvement, or a related role (e.g., support, operations, or QA)
Analytical mindset with the ability to identify patterns, trends, and opportunities from data/ticket volumes
Preferred
Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) is a plus
Experience with automation tools, AI opportunities, or documentation updates is advantageous
Company
Thrive
Thrive Networks is an outsourced IT provider with an outstanding record of success we have achieved for clients.
1001-5000 employees
H1B Sponsorship
Thrive has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2021 (1)
Funding
Current Stage
Late StageTotal Funding
$17.17M2025-01-14Private Equity
2023-09-19Seed· $0.56M
2016-12-07Acquired
Leadership Team
Bill McLaughlin
Chief Executive Officer & Board Member
Kevin Kivlochan
CEO European Operations
Recent News
2025-12-30
2025-12-18
2025-12-17
Company data provided by crunchbase