What are the responsibilities and job description for the Technical Systems Analyst position at InfiCare?
Job Title: Technical Systems Analyst
Location: Boston, MA (Hybrid)
Job Type: Contract
Duration: 12 months (renewable)
Job Overview
Our client is seeking a skilled Technical Systems Analyst to join their Applications Operations Team as a Tier X IT support resource. The analyst will support both homegrown and commercial off-the-shelf (COTS/SaaS) applications, handle escalated incidents and service requests, and drive proactive process improvements across the application portfolio.
Key Responsibilities
- Provide Tier X resolution for escalated service tickets in a timely manner while maintaining high customer service standards
- Work with end users to evaluate and resolve technical problems using remote access tools, SCCM, and other available resources
- Document end-user interactions including inquiries, complaints, and troubleshooting actions taken
- Maintain ticket queue to meet SLAs and communicate status updates to the end-user community
- Maintain and improve documentation for owned applications and enforce documentation standards
- Evaluate existing applications and user needs to design and recommend system improvements
- Respond to system availability alerts and help administer application performance monitoring solutions
- Analyze incident data to identify trends and opportunities for process improvement
- Adhere to security protocols and all organizational quality standards
- Provide 24/X on-call support on a rotating scheduled basis
Required Skills
- X-X years of experience supporting or developing applications
- Experience managing MoveIT or an equivalent SFTP/managed file transfer system
- Familiarity configuring and troubleshooting automated file transfers
- Advanced troubleshooting skills across applications, network, and related technical domains
- Excellent verbal, written, and interpersonal communication skills
- Strong customer service orientation and teamwork mentality
- Ability to multitask, context-switch, and reprioritize under pressure
Preferred Skills
- Familiarity with ITSM platforms (e.g., ServiceNow)
- Experience with application monitoring and alerting tools
- Strong Object-Oriented design and development background
- Experience with monolithic, distributed, and microservice-based architectures
- Familiarity with AWS, EKS, and Lambda
- Understanding of Software Development Lifecycles (SDLC)