SaaS Application & Infrastructure Support Lead

State Street; Burlington (MA); On-site; USD 90,000 - 158,000; Full time

Job summary

State Street in Massachusetts seeks a Systems Analyst to manage production for Charles River IMS across multiple client environments as part of SaaS Operations. You will provide application administration and production support, coordinating with clients and internal teams.

The role emphasizes troubleshooting, incident management, and continuous improvement of support processes while applying SQL and programming knowledge to diagnose issues and optimize performance.

Qualifications

• Provide escalation services for the most complex CRIMS technical, functional, and operational issues.
• Deep CRIMS, domain and/or infrastructure experience with advanced diagnostic abilities.
• Meet with CRD Product Engineering to provide feedback on significant operational issues and prioritize NFRs into Product/Eng.
• BS degree in a technical discipline such as Computer Science, Engineering, Mathematics or a BA in Finance or Business with an IT concentration.

Responsibilities

• Respond to requests for technical assistance via Teams, Email.
• Diagnose software issues and recommend the appropriate solution.
• Analyze problems, answer questions, and provide training as needed.
• Work closely with engineering/QA teams.
• Identify and test workarounds for deficiencies in the software.
• Research issues with third party software.
• Follow standard procedures when responding to customer requests or inquiries.
• Contribute to the continuous enhancement and improvement of support processes and methods.
• Maintain logs of customer interactions and prepare resolution reports.

Skills

SQL

Structured programming

Development tools

Relational DB theory

Education

BS in CS/Engineering/Math

Tools

Azure

Job description

State Street in Massachusetts seeks a Systems Analyst to manage production for Charles River IMS across multiple client environments as part of SaaS Operations. You will provide application administration and production support, coordinating with clients and internal teams.

The role emphasizes troubleshooting, incident management, and continuous improvement of support processes while applying SQL and programming knowledge to diagnose issues and optimize performance.