MoveIT & Applications Support Analyst — Tier 2 On-Call

Pride Veteran Staffing Inc; Boston (MA); On-site; USD 90,000 - 110,000; Full time

Job summary

Pride Veteran Staffing Inc in Boston, MA is seeking an analyst to provide Tier 2 IT support for MoveIT and other applications. The role includes incident handling, on-call support, documentation, and proactive system improvements.

Candidates should have 3-5 years of relevant experience and MoveIT SFTP experience, with strong communication and teamwork skills. The position requires advanced troubleshooting across applications and networks, plus a customer-focused mindset to deliver high quality

Qualifications

• 3-5 years (or more) of relevant experience supporting or developing applications.
• Must include experience managing MoveIT or equivalent SFTP system
• Familiarity configuring and troubleshooting automated file transfers
• Advanced knowledge troubleshooting applications, network and other technical problems
• Able to interact with end users and other teams professionally
• Excellent verbal, interpersonal and written communication and documentation skills
• Driven by a desire to provide strong customer service
• Has a teamwork mentality with the ability to both collaborate and work independently
• High level of professionalism and focus on quality
• Attention to detail with the ability to contact switch and reprioritize tasks as needed
• Ability to provide 24 hour/7 days a week on-call support when scheduled

Responsibilities

• Application Support
• Provide resolution for escalated service tickets in a timely manner. Provide high quality customer service. Further escalated tickets as needed.
• Work with end users to evaluate and solve technical problems using all tools provided, including remote access tool, SCCM, etc.
• Document end user interactions, including details of inquiries, complaints, comments, and actions taken during the troubleshooting process.
• Maintain ticket queue to meet SLA’s and provide quick resolution to the end user community, including updating them when appropriate.
• Help maintain documentation for owned applications and ensure others meet documentation standards
• Development, Application Monitoring and Process Improvement
• Evaluate existing apps/software and/or user needs to analyze, design, recommend and implement system changes.
• Respond to alerts where systems become unavailable or experience service degradation. Help administer and improve application performance monitoring solutions
• Analyze incident data to identify trends and opportunities for process improvements.
• Ensure security protocols are accurately followed as they pertain to all Commonwealth business processes. Adhere to all quality, organizational and Commonwealth processes.
• Assume additional duties and responsibilities as required to assist with the completion of special and/or ongoing projects.

Skills

MoveIT experience

Customer service

Communication skills

On-call support

Team collaboration

Tools

MoveIT (SFTP)

SCCM

Remote access tools

ITSM/ServiceNow

Job description

Pride Veteran Staffing Inc in Boston, MA is seeking an analyst to provide Tier 2 IT support for MoveIT and other applications. The role includes incident handling, on-call support, documentation, and proactive system improvements.

Candidates should have 3-5 years of relevant experience and MoveIT SFTP experience, with strong communication and teamwork skills. The position requires advanced troubleshooting across applications and networks, plus a customer-focused mindset to deliver high quality