Technical Process Analyst

Location

New York, NY (onsite 2-3x/week)

Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Thrive seeks individuals who want to develop valuable skills that ignite their passion and lead to a CAREER. If you are attracted to a work hard, play hard environment and seek guidance, training and experience to build a career, then welcome to THRIVE!

The Technical Process Analyst position is a hybrid (on-site/remote) capacity for a dedicated account. This role focuses on reviewing and optimizing internal processes by analyzing incoming support tickets/cases, identifying patterns, inefficiencies, and opportunities for improvement. The analyst will drive process efficiencies, automation, and AI integrations while maintaining familiarity with Thrive's tools and workflows.

• Review and analyze incoming tickets/cases to identify trends, recurring issues, and areas for improvement
• Conduct general quality assurance (QA) on processes to determine what can be done better
• Identify process gaps, bottlenecks, and inefficiencies
• Explore and recommend opportunities for automation, AI enhancements, and overall technical process efficiencies
• Update and maintain technical process documentation as needed
• Prepare and deliver monthly reports summarizing improvements, changes, and key findings for leadership review
• Collaborate with relevant teams to implement recommended changes

• 2+ years of experience in client-facing roles, preferably within IT service management or managed services
• Familiarity with MSP operations, ITIL processes, or service delivery frameworks
• Experience with documentation management, performance metrics analysis, service handoff processes, and issue identification in client environments
• Basic understanding of MSP operations, including service desk, network management, and cloud services
• Strong familiarity with Thrive's internal processes, tools, and workflows (internal candidates from Thrive strongly preferred)
• Proven experience in process analysis, improvement, or a related role (e.g., support, operations, or QA)
• Analytical mindset with the ability to identify patterns, trends, and opportunities from data/ticket volumes
• Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) is a plus
• Experience with automation tools, AI opportunities, or documentation updates is advantageous

Note:

Thrive is committed to fair and equitable compensation practices. The salary range for this role is $80,000 - $110,000 annually. A candidate's salary is determined by various factors, including, but not limited to, relevant work experience, skills, and certifications. The salary range may differ in other states and may be impacted by proximity to major metropolitan cities.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.