Rose International · 13 hours ago
Technical Systems Analyst
Boston, MA
Full-time
Hybrid
Mid Level
$50/hr - $52/hr
3+ years expRose International is a government-focused organization seeking a Technical Systems Analyst. The role involves providing tier 2 IT support for both homegrown and COTS/SAAS applications, handling incidents and requests, and making proactive recommendations for system improvements.
Human ResourcesInformation TechnologyOutsourcingProject ManagementStaffing Agency
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 tool, SCCM, etc
Document end user interactions, including details of inquiries, complaints, comments, and actions taken during the troubleshooting process
Maintain ticket queue to meet SLA’s 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
Escalate to other teams, leadership and vendors where appropriate
Use ITSM to evaluate ticket trends and review appropriateness of environment changes
Help document outcomes of and facilitate meetings
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
Qualification
Required
3-5 years (or more) of relevant experience supporting or developing applications
Advanced knowledge of 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
Has a 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 contact switch and reprioritize tasks as needed
Ability to provide 24 hour/7 days a week on-call support when scheduled
Preferred
Familiarity with application monitoring and alerts
Familiarity with the Power platform – Power Apps, Power Automate, and Power BI
Familiarity with ITSM – e.g. ServiceNow
Proficiency and knowledge of supporting technology within an IT operation
Understanding of software development lifecycles (SDLC)
Familiarity with GitHub for source control management
Strong aptitude to learn and adapt to new technologies
A desire to drive process improvement
Company
Rose International
Rose International is provider of Workforce Solutions and Information Technology Solutions .
5001-10000 employees
H1B Sponsorship
Rose International 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
2024 (3)
2023 (2)
2022 (2)
2021 (5)
2020 (9)
Funding
Current Stage
Late StageLeadership Team
Eric Token
Chief Revenue Officer (CRO)
Sue Bhatia
Founder and Chairwoman
Recent News
Company data provided by crunchbase