Collaboration Systems Analyst (Hybrid) - 365 & Tools Support

MathWorks; Natick (MA); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

MathWorks has a hybrid work model enabling staff to split time between office and home, supporting collaboration through Microsoft 365, SharePoint Online, Miro, and SurveyMonkey. The Information Systems Analyst will provide daily user support, manage service requests, troubleshoot issues, and document solutions while helping roll out new features and improve adoption.

The ideal candidate is curious, self-motivated, and comfortable communicating with both technical and nontechnical colleagues.

Qualifications

• Bachelor's degree is required.
• Familiarity with Microsoft 365 applications and collaboration technologies.
• Strong written and verbal communication skills, including explaining technical information to nontechnical users.
• Strong problem-solving, organizational, and time-management skills.
• Ability to manage multiple requests, follow established procedures, and meet service expectations.
• Ability to work independently and collaboratively within a team.
• Self-motivated with a demonstrated interest in learning new technologies.

Responsibilities

• Provide user support for Microsoft 365, SharePoint Online, Miro, SurveyMonkey, and other collaboration tools.
• Triage, troubleshoot, and resolve incidents and service requests.
• Assist users with access, permissions, product features, and common technical issues.
• Perform routine system administration and operational support activities.
• Document solutions, procedures, and knowledge articles.
• Communicate clearly with users about ticket status, next steps, and resolutions.
• Identify recurring issues and opportunities to improve support processes.
• Escalate complex issues and collaborate with senior team members, vendors, and other IT teams.
• Assist with product testing, updates, new feature releases, and user adoption activities.

Skills

Microsoft 365 familiarity

Customer service

Technical support

Written communication

Time management

Independent work

Team collaboration

Education

Bachelor's degree

Tools

Microsoft 365

SharePoint Online

Miro

SurveyMonkey

Job description

MathWorks has a hybrid work model enabling staff to split time between office and home, supporting collaboration through Microsoft 365, SharePoint Online, Miro, and SurveyMonkey. The Information Systems Analyst will provide daily user support, manage service requests, troubleshoot issues, and document solutions while helping roll out new features and improve adoption.

The ideal candidate is curious, self-motivated, and comfortable communicating with both technical and nontechnical colleagues.