IT Accounts Management Analyst II: Access & Provisioning

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

Job summary

The Commonwealth of Massachusetts seeks an Accounts Management Analyst II to provide Tier 2 support for 48 agencies, handling provisioning, deprovisioning, and access across AD, Azure, Exchange, and O365. This role requires adherence to security policies, accurate ticketing, and collaboration with HR to address urgent access changes.

Based at 200 Arlington Street, Chelsea, MA, the position offers hybrid work with in-office and remote days and a Monday–Friday schedule.

Qualifications

• Two (2) years of experience in technical support or electronic data processing in a large IT enterprise environment.
• Proficiency with Windows 10, Microsoft O365/Exchange, and Azure functionality.
• Experience with IT service management ticketing systems, ServiceNow preferred.
• Strong troubleshooting and problem-solving abilities.
• Ability to document tickets and resolutions clearly for end users and teams.

Responsibilities

• Process employee provisioning, deprovisioning, name changes, and transfer requests in a timely and complete manner.
• Manage Active Directory, Azure, Exchange, O365, OneDrive accounts, and memberships.
• Handle urgent deactivation/reactivation security requests from HR departments.
• Update ServiceNow asset inventory and maintain ticket notes to meet SLAs.
• Escalate to Tier 3 support as needed and provide knowledge-based articles.
• Assist with audits and quarterly access review reports; take corrective actions.
• Follow established procedures and Commonwealth policies consistently.

Skills

Windows 10

O365/Exchange

Azure

PowerShell

Microsoft Graph

Active Directory

Intune

CoreView

Messaging

Documentation

Customer service

Education

Associate’s degree in related field

Bachelor’s degree or higher in related field

Tools

ServiceNow

Job description

The Commonwealth of Massachusetts seeks an Accounts Management Analyst II to provide Tier 2 support for 48 agencies, handling provisioning, deprovisioning, and access across AD, Azure, Exchange, and O365. This role requires adherence to security policies, accurate ticketing, and collaboration with HR to address urgent access changes.

Based at 200 Arlington Street, Chelsea, MA, the position offers hybrid work with in-office and remote days and a Monday–Friday schedule.