Technical System Analyst

Local candidates only****

Position Responsibilities (including but not limited to):

• Application Support
• 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
• Change and Major Incident Management
• 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
• Development, Application Monitoring and Process Improvement
• 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.

Required Qualifications

• 3-5 years (or more) of relevant experience supporting or developing applications
• Advanced knowledge 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

Desired Qualifications

• Familiarity with application monitoring and alerts
• Familiarity with the Power platform – Power Apps, Power Automate, and PowerBI
• 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

Qualifications acquired on job

• Knowledge of MassDOT applications and systems.
• Knowledge of MassDOT policies and procedures.
• Knowledge of Commonwealth procurement rules and regulations.
• Knowledge of EOTSS policies and procedures.

Minimum entrance requirements

Applicants must have at least three (3) years of full-time experience in supporting applications (preferably in a service desk environment) or developing in a relevant platform.