IT Accounts Management Analyst

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

An Official website of the Commonwealth of Massachusetts

Job Description - IT Accounts Management Analyst (2600069R)

Job Description

IT Accounts Management Analyst - ( 2600069R )

Description

The Executive Office of Technology Services and Security (EOTSS) is the lead enterprise technology organization for the Commonwealth of Massachusetts. Charged with driving the ongoing alignment of business and technology across the Commonwealth’s Executive Branch, EOTSS oversees and manages the enterprise technology, digital infrastructure and services, as well as the Commonwealth Security Operations Center and an enterprise Standard Operating Environment that includes an information security and risk management framework for over 125 state agencies and over 43,000 state employees. We directly serve our constituents by providing digital services and tools that enable taxpayers, drivers, businesses, visitors, families and other citizens to do business with the Commonwealth in a way that makes every interaction with government easier, faster, and more secure.

Our Mission: We provide technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes.

EOTSS is seeking to hire anAccounts Management Analystto join our Accounts Management team. TheAccounts Management Analystwill be responsible for providing Tier 2 support to EOTSS and 48 supported agencies by authorizing access to system accounts, software, O365 licenses, and other privileges associated with computer systems and resources. The incumbent is required to adhere to strict guidelines identified for each Secretariat and/or agency and follow all legal policies and procedures related to security to protection. TheAccounts Management Analystwill play a major role in the provisioning, deactivating, and transfer of employees.

The primary work location for this role will be at200 Arlington Street Chelsea, Massachusetts 02150. The work schedule for this position isMonday through Friday, 9:0 AM – 5:0 PM.*Schedules are subject to change based on the operational needs of the business*

This position would be expected to follow ahybridmodel of reporting to work that combines in-office workdays and work from home days as needed.

All offers of employment into this position are conditional and subject to passing: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements; and security training.

Duties and Responsibilities:

• Process employee provisioning, deprovisioning, name changes, and transfer requests in a timely and complete manner
• Process and complete requests in Active Directory, Azure, Exchange, O365, OneDrive accounts, and other enterprise systems, software access, and memberships
• Process and complete urgent deactivation or reactivation security requests from Human Resource departments
• Modify accounts when required, including the update of ServiceNow asset inventory, which will become the authoritative source for information related to a user (hardware and software)
• Adhere to and follow all documented Accounts Management procedures, policies, and processes
• Manage the ServiceNow ticket queue to meet SLAs and maintain and provide clear and concise notes/documentation on all tickets
• Work with end users to evaluate and solve Tier 2 technical problems using all technical tools provided, including remote control access
• Escalate to Tier 3 support when applicable
• Provide knowledge-based article information to be documented when processes and fixes can be made available to end users as well as to other support teams who may be able to resolve the ticket first
• Assist with audit requests as requested and required
• Help provide quarterly reports to review authorized access within an agency and take corrective action when necessary
• Determine the proper format for assembling items of information in accordance with established procedures
• Adhere all quality, organizational, legal, and Commonwealth processes, policies, procedures, and standards

Preferred Knowledge, Skills, and Abilities:

• Two (2) years of experience in technical support or electronic data processing in a large IT enterprise environment
• Strong hands‑on experience, proficiency, and knowledge of Windows 10, Microsoft O365/Exchange, and Azure functionality
• Hands‑on experience and knowledge with IT service management ticketing systems, with ServiceNow experience desirable
• Proven experience in effectively and efficiently troubleshooting technical problems
• Power Shell Scripting
• Microsoft Graph
• Active Directory
• MS InTune
• CoreView
• Messaging
• Methodical and able to follow documented procedures and instructions
• Ability to keep meticulous and consistent documentation of tickets, processes, and resolutions
• Excellent multitasking and time management skills with the ability to prioritize effectively and efficiently
• Ability to analyze and interpret problems and their resolutions
• Excellent problem‑solving and analytical skills, with the ability to independently analyze reported issues, document, and recommend solutions
• Excellent customer service skills complemented by an ability to effectively interpret, respond, and clearly communicate problems and resolutions to customers
• Ability to work effectively on independent tasks and in a collaborative team with a high level of professionalism and quality
• Excellent communication and writing skills with the ability to clearly communicate technical concepts to both technical and non‑technical audiences across all levels of an organization
• Ability to adjust to changing situations to meet emergencies or changing program/production requirements

Qualifications

Minimum Entrance Requirements:

• Applicants must have (A) at least two (2) years of full‑time or equivalent part‑time professional or practical experience in the field of information technology customer service and end user support, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions

• I. An Associate’s degree in a related field may substitute for one (1) year of the required experience.
• II. A Bachelor’s degree or higher in a related field may substitute for the required experience.

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Equal Opportunity

An Equal Opportunity / affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Official Title : Accounts Management Analyst II

Primary Location

United States-Massachusetts-Chelsea-200 Arlington Street

Job

Information Systems and Technology

Agency

Exec Office of Technology Services and Security

Schedule

Full-time

Shift

Day

Job Posting

Sep 21, 2026, 1:39:00 PM

Number of Openings

1

Salary

80,412.54 - 121,104.10 Yearly

If you have Diversity, Aff­irmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator : Emily Hartmann - 6176608300

Bargaining Unit : 06-NAGE - Professional Admin.

Confidential : No

Potentially Eligible for a Hybrid Work Schedule : Yes