Technical Systems Analyst

Trillium Professional is now seeking a Technical Systems Analyst in Boston, MA for a hybrid position!

This analyst will act as Tier 2 IT support responsible for supporting both homegrown and COTS/SAAS applications. They are responsible for handling incidents and requests that have been and help support administrative functions. This candidate is expected to have advanced technical knowledge and experience in providing superior customer support, including creative problem solving and hands‑on troubleshooting.

The Analyst will provide support through various communications channels including phone, chat and email. This candidate should have the ability to analyze existing systems and make proactive recommendations for improvements or alternative solutions. The candidate will use ITSM tools to review change management requests and help assess the scope of outages.

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 elevate 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.

Security and Additional Duties

• 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.

Pay rate is $52/hour. Apply now!

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 mindset 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 Power
  
  BI.
• Familiarity with ITSM – e.g. Service Now.
• Proficiency and knowledge of supporting technology within an IT operation.
• Understanding of software development life cycles (SDLC).
• Familiarity with Git Hub 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 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.

Trillium has been recruiting and placing professionals for over 30 years. From Fortune 100 companies to small businesses, our philosophy remains the same: to achieve excellence by providing quality employees and an uncompromising level of service. We believe in honesty, integrity, and a simple philosophy of providing value to our customers and our employees. We strive to be unsurpassed in the recruitment and placement of quality and skilled professionals.

Trillium is an Equal Opportunity Employer.

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