Technical Systems Analyst

Talent Groups; Boston (MA); On-site; USD 85,000 - 120,000; Full time

Job summary

Talent Groups seeks a Tier 2 IT/Application Support professional in Boston to provide timely resolution for escalated incidents, troubleshoot MoveIT/SFTP workflows, and manage automated file transfers. You will document steps, maintain accuracy in tickets, and work to meet SLA commitments.

The role requires 3–5+ years of enterprise app support experience and a strong customer service mindset. You will collaborate with technical teams, participate in on-call rotations, and help improve

Qualifications

• 3–5+ years of relevant enterprise app support experience.
• Hands-on MoveIT/MFT platform experience.
• Experience configuring and troubleshooting automated file transfers.
• Strong customer-service mindset and documentation skills.
• Ability to manage multiple priorities and work independently.

Responsibilities

• Provide Tier 2 support for escalated incidents and service requests.
• Troubleshoot application, network, and technical issues using remote tools.
• Support MoveIT/SFTP and automated file-transfer processes.
• Investigate transfer failures and coordinate with teams to restore services.
• Maintain accurate ticket documentation and meet SLAs.
• Escalate complex issues while owning them through resolution.
• Assist with ITSM/change-management requests and outages.
• Follow security and organizational IT processes.
• Participate in special IT projects and on-call rotations.

Skills

MoveIT/MFT

Troubleshooting

On-call (24/7)

Documentation

Customer service

Tools

ServiceNow

Monitoring tools

SCCM

Job description

• Provide Tier 2 support and timely resolution for escalated application incidents and service requests.
• Troubleshoot application, network, and technical issues using available tools, including remote access and SCCM.
• Support and troubleshoot MoveIT/SFTP and automated file-transfer processes.
• Investigate file-transfer failures and work with technical teams to restore services.
• Maintain accurate ticket documentation, troubleshooting steps, resolutions, and user communications.
• Manage assigned tickets and prioritize work to meet established SLAs.
• Escalate complex issues to appropriate teams while maintaining ownership through resolution.
• Maintain application support documentation and ensure documentation meets organizational standards.
• Monitor applications and respond to system availability or performance alerts.
• Help administer and improve application monitoring and alerting solutions.
• Analyze incident trends and recommend opportunities for process and service improvements.
• Evaluate existing applications and user needs and recommend technical solutions or system enhancements.
• Review ITSM/change-management requests and assist with assessing potential outages and impacts.
• Follow security, quality, organizational, and Commonwealth IT processes.
• Participate in special projects and other IT initiatives as needed.
• Provide 24x7 on-call support when scheduled.

Required Qualifications

• 3–5+ years of relevant experience supporting or developing enterprise applications.
• Hands-on experience with MoveIT or an equivalent managed file transfer/SFTP platform.
• Experience configuring, monitoring, and troubleshooting automated file transfers.
• Advanced application and technical troubleshooting skills.
• Strong understanding of application, network, and IT operational support.
• Experience working with end users and technical teams in a professional support environment.
• Excellent verbal, written, interpersonal, and documentation skills.
• Strong customer-service mindset and creative problem-solving abilities.
• Ability to manage multiple priorities, adapt to changing requirements, and work independently or collaboratively.
• Strong attention to detail and commitment to quality.
• Ability to participate in 24/7 on-call support when scheduled.

Preferred Qualifications

• Experience with ServiceNow or other ITSM platforms.
• Experience with application monitoring, alerts, and performance management.
• Knowledge of software development lifecycles (SDLC).
• Experience with object-oriented application development and troubleshooting.
• Understanding of monolithic, distributed, and microservice-based architectures.
• Familiarity with AWS, EKS, and Lambda.
• Experience supporting enterprise IT operations.
• Strong interest in learning new technologies and improving processes.