IT Accounts Management Analyst

Executive Office of Technology Services and Security; Chelsea (MA); Hybrid; USD 68,000 - 93,000; Full time

Benefits offered by this job

Comprehensive Benefits

Job summary

Executive Office of Technology Services and Security (EOTSS) seeks an Accounts Management Analyst II to provide Tier 2 support, provisioning and deprovisioning of user accounts, and manage access across AD, Azure, Exchange, and O365. The role includes auditing, documenting tickets, and collaborating with HR for access changes.

The position is located at 200 Arlington Street, Chelsea, MA, with a hybrid work model and a schedule of Monday–Friday 9:00 AM–5:00 PM.

Qualifications

• Two years of experience in technical support or electronic data processing in a large IT enterprise environment.
• Strong hands-on experience with Windows 10, Microsoft O365/Exchange, and Azure.
• Experience with IT service management ticketing systems (ServiceNow desirable).

Responsibilities

• Process provisioning, deprovisioning, name changes, and transfers in a timely manner.
• Manage accounts in Active Directory, Azure, Exchange, O365, OneDrive and other systems.
• Maintain ServiceNow ticket queue to meet SLAs with clear notes.
• Record knowledge-based articles and assist with audits and quarterly access reports.
• Follow documented procedures and ensure quality, legal, and Commonwealth standards.

Skills

Windows 10

O365/Exchange

Azure

PowerShell

Active Directory

MS Graph

InTune

ServiceNow

Ticketing

ITSM

Tools

ServiceNow

Azure

Job 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 an Accounts Management Analyst to join our Accounts Management team. The Accounts Management Analyst will 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. The Accounts Management Analyst will play a major role in the provisioning, deactivating, and transfer of employees.

The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150. The work schedule for this position is Monday through Friday, 9:00 AM – 5:00 PM. Schedules are subject to change based on the operational needs of the business.

This position would be expected to follow a hybrid model 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 to 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
• Advanced knowledge and hands‑on experience with some of the following skillsets:
• Power Shell Scripting
• Microsoft Graph
• Active Directory
• MS Azure
• 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 prioritise effectively and efficiently
• Ability to analyse and interpret problems and their resolutions
• Excellent problem-solving and analytical skills, with the ability to independently analyse reported issues, document, and recommend solutions
• Excellent customer service skills complimented 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 organisation
• Ability to adjust to changing situations to meet emergencies or changing programme/production requirements

Comprehensive Benefits

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.

An Equal Opportunity / Affinitive 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, colour, 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, 9:39:00 AM

Salary

80,412.54

If you have Diversity, Affinity, or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator

Emily Hartmann

Bargaining Unit

06-NAGE - Professional Admin.

Potentially Eligible for a Hybrid Work Schedule

Yes