Job Title: Technical Systems Analyst
Pay Range: $38 – 40 Per hour
Location: Boston, MA
Job Type: W2 Contract.
Expected Hours per Week: 40 hours per week.
Schedule: Monday-Friday.
Position Summary: The Technical Systems Analyst will provide Tier 2 application support for both homegrown and COTS/SaaS applications, including MoveIT and other assigned systems. This role is responsible for resolving escalated incidents and requests, troubleshooting application and technical issues, supporting end users, monitoring application performance, and driving process improvements. The ideal candidate will have strong technical troubleshooting skills, experience with SFTP/file transfer technologies, and a customer-focused approach to support.
Key Responsibilities:
- Provide Tier 2 support for business-critical applications and services.
- Resolve escalated incidents and service requests while meeting SLA requirements.
- Troubleshoot application, network, and technical issues using remote support tools and system administration utilities.
- Manage and support MoveIT or similar SFTP/file transfer platforms.
- Configure, troubleshoot, and support automated file transfer processes.
- Document customer interactions, troubleshooting activities, and resolutions.
- Maintain technical documentation and ensure documentation standards are followed.
- Monitor applications, respond to alerts, and assist with outage management and service restoration.
- Analyze incident trends and recommend process improvements.
- Review change management requests and assess potential operational impacts.
- Collaborate with internal teams to support application performance, reliability, and security.
- Participate in an on-call support rotation as required.
Required Qualifications:
- 3+ years of experience supporting or developing enterprise applications.
- Experience administering MoveIT or a comparable SFTP/file transfer solution.
- Experience configuring and troubleshooting automated file transfers.
- Advanced application and technical troubleshooting skills.
- Experience supporting end users in a customer-facing IT support environment.
- Strong written and verbal communication skills.
- Experience documenting incidents, troubleshooting steps, and resolutions.
- Ability to work independently and collaboratively in a team environment.
- Strong attention to detail and ability to manage multiple priorities.
- Ability to participate in a 24/7 on-call support rotation.
Preferred Qualifications:
- Experience with ITSM platforms such as ServiceNow.
- Experience with application monitoring, alerting, and performance management tools.
- Understanding of object-oriented design and modern application architectures.
- Experience supporting monolithic, distributed, or microservices-based applications.
- Familiarity with AWS services including EKS and Lambda.
- Understanding of software development lifecycle (SDLC) principles.
- Strong analytical and process improvement skills.
- Ability to quickly learn and adapt to new technologies.
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