Hybrid IT Accounts Analyst: Provisioning & Access

Commonwealth of Massachusetts; Chelsea (MA); Hybrid; USD 80,000 - 121,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

Commonwealth of Massachusetts is seeking an IT Accounts Management Analyst II to provide Tier 2 support for access provisioning across AD, Azure, Exchange, and O365. The role includes managing ServiceNow tickets, updating asset inventories, and supporting audit requests.

The position is based at 200 Arlington Street, Chelsea, MA with a hybrid work model (in-office and remote days), and requires adherence to strict security and CORI background checks.

Qualifications

• Two or more years of IT customer service and end-user support in a large IT environment.
• Strong hands-on experience with Windows 10, O365/Exchange, and Azure.
• Experience with IT service management ticketing systems; ServiceNow is desirable.

Responsibilities

• Process provisioning, deprovisioning, name changes, and transfers in Active Directory, Azure, Exchange, O365, and OneDrive.
• Manage the ServiceNow ticket queue to meet SLAs and document tickets clearly.
• Escalate to Tier 3 when appropriate and provide knowledge-based articles for common fixes.
• Assist with audits and quarterly reports on authorized access; update asset inventory in ServiceNow.
• Adhere to all procedures, policies, and Commonwealth standards.

Skills

Windows 10

O365/Exchange

Azure

ServiceNow

PowerShell

Microsoft Graph

Active Directory

MS Intune

CoreView

Messaging

Documentation

Ticketing

Education

Associate’s degree in IT

Bachelor’s degree in related field

Tools

ServiceNow

Azure

Active Directory

Job description

Commonwealth of Massachusetts is seeking an IT Accounts Management Analyst II to provide Tier 2 support for access provisioning across AD, Azure, Exchange, and O365. The role includes managing ServiceNow tickets, updating asset inventories, and supporting audit requests.

The position is based at 200 Arlington Street, Chelsea, MA with a hybrid work model (in-office and remote days), and requires adherence to strict security and CORI background checks.