Infrastructure Analyst II

Computer Task; Buffalo (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

CTG, a Cegeka company, seeks an Infrastructure Analyst II for a Buffalo, NY engagement. You will coordinate patch management with application teams, respond to escalations, perform system maintenance, and document change schedules per SOPs to minimize operational risk.

The ideal candidate has 4+ years in IT infrastructure, strong troubleshooting, and experience with ITSM tools like ServiceNow or Jira. Excellent communication and a customer-focused mindset are required.

Qualifications

• Minimum of 4 years of combined higher education and/or relevant work experience.
• Experience in an IT infrastructure or operations environment.
• Experience with change scheduling tools and ITSM platforms such as ServiceNow or Jira.
• Strong troubleshooting, problem-solving, and organizational skills.
• Ability to read, understand, and apply technical information.
• Proven written and verbal communication skills, including status updates to management.
• Strong customer focus with the ability to manage multiple priorities and demands.
• Detail-oriented with strong documentation and coordination skills.

Responsibilities

• Coordinate between patch management and application teams to communicate patching requirements, schedules, and deployment plans.
• Respond to and resolve help desk escalations and technical incidents by analyzing, troubleshooting, and isolating issues.
• Perform system maintenance activities, including patching, health checks, OS updates, change validation, and configuration management per SOPs.
• Maintain accurate documentation for change schedules, patch deployments, maintenance activities, and related procedures.
• Facilitate meetings, coordinate technical discussions, and provide timely status updates to technical teams and management.
• Use basic diagnostic tools to troubleshoot system issues and research solutions for anomalies; escalate complex issues to senior staff as needed.
• Complete master work orders, request-based tasks, and other assigned infrastructure activities.
• Participate in team projects and provide coaching and guidance to less experienced staff.
• Identify opportunities to improve procedures and operational efficiency and document approved process changes.
• Complete scheduled evening responsibilities and other related duties as assigned.
• Adhere to organizational risk, regulatory, audit, security, and internal control standards and escalate identified risks appropriately.
• Promote a customer-focused environment that supports diversity and reflects the organization’s values.

Skills

IT Infrastructure

ITSM Tools

ServiceNow

Jira

Troubleshooting

Communication

Documentation

Customer Focus

Education

Bachelor's degree in technology

ITIL Certification

Job description

Are you ready to join a growing team?

CTG is seeking to fill an Infrastructure Analyst II opening for our client.

Location: Buffalo, NY

Duration: 12 months

Primary Responsibilities:

• Coordinate between the patch management team and application teams to communicate patching requirements, schedules, and deployment plans.
• Respond to and resolve help desk escalations and technical incidents by analyzing, troubleshooting, and isolating issues.
• Perform system maintenance activities, including patching, health checks, operating system updates, change validation, and configuration management in accordance with Standard Operating Procedures (SOPs).
• Maintain accurate documentation for change schedules, patch deployments, maintenance activities, and related procedures.
• Facilitate meetings, coordinate technical discussions, and provide timely status updates to technical teams and management.
• Use basic diagnostic tools to troubleshoot system issues and research solutions for anomalies; escalates complex issues to senior staff as needed.
• Complete master work orders, request-based tasks, and other assigned infrastructure activities.
• Participate in team projects and provide coaching and guidance to less experienced staff.
• Identify opportunities to improve procedures and operational efficiency and document approved process changes.
• Complete scheduled evening responsibilities and other related duties as assigned.
• Adhere to organizational risk, regulatory, audit, security, and internal control standards and escalates identified risks appropriately.
• Promote a customer-focused environment that supports diversity and reflects the organization’s values.

Scope of Responsibilities:

• Support infrastructure operations, maintenance, patch management, and incident resolution.
• Coordinate technical changes across infrastructure and application teams while minimizing operational risk.
• Manage multiple priorities in a dynamic, time-sensitive environment.
• Ensure systems and related procedures follow established operational and configuration standards.

Supervisory/Managerial Responsibilities:

• No direct supervisory responsibilities.
• Provide coaching and process guidance to less experienced team members.
• Facilitate coordination and communication among technical teams as needed.

Education and Experience Required:

• Minimum of 4 years of combined higher education and/or relevant work experience.
• Experience in an IT infrastructure or operations environment.
• Experience with change scheduling tools and IT service management (ITSM) platforms such as ServiceNow or Jira.
• Strong troubleshooting, problem-solving, and organizational skills.
• Ability to read, understand, and apply technical information.
• Proven written and verbal communication skills, including experience communicating technical issues and status updates to management.
• Strong customer focus with the ability to manage multiple priorities and competing demands.
• Detail-oriented with strong documentation and coordination skills.

Education and Experience Preferred:

• Bachelor's degree in a technology-related field.
• 5 or more years of combined higher education and/or relevant work experience.
• ITIL, change management, or related certifications.
• Additional certifications or specialized training in relevant technologies.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

About CTG

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit www.ctg.com.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.