Technical Systems Analyst

THE PANTHER GROUP; Boston (MA); On-site; USD 69,000 - 74,000; Full time

Job summary

The Panther Group is seeking a Technical Systems Analyst to provide Tier 2 support for a range of applications in an IT operations environment. You will troubleshoot issues, manage incidents, and work with end users and technical teams to resolve problems quickly.

Responsibilities include monitoring applications, assisting with deployments, and driving process improvements while adhering to security and regulatory requirements. Strong communication and documentation skills are essential.

Qualifications

• 3–5 years or more of relevant experience
• Experience supporting MFT or SFTP solutions
• Advanced troubleshooting across applications, networks, endpoints
• Excellent verbal, written, interpersonal and technical documentation skills
• Strong customer-service orientation and commitment to resolving issues
• Ability to work collaboratively and independently
• Willingness to participate in 24x7 on-call support

Responsibilities

• Resolve escalated application support tickets promptly"
• Escalate issues to appropriate technical teams when needed
• Document end-user interactions, inquiries, and actions taken
• Maintain ticket queue in line with SLAs
• Assist with application administration and operational support
• Evaluate existing applications and design improvements
• Respond to monitoring alerts for outages or performance issues
• Participate in projects, upgrades, and implementations
• Follow information security policies and regulatory requirements
• Support special projects as needed

Skills

Advanced troubleshooting

Customer service

End-user communication

Technical documentation

Team collaboration

On-call support

Tools

ServiceNow

AWS

MFT / SFTP

Monitoring tools

Job description

Technical Systems Analyst – Applications OperationsThe Technical Systems Analyst will provide Tier 2 IT support for a variety of custom-developed and commercial/SaaS applications. This position is responsible for resolving escalated incidents and service requests, supporting application administration, troubleshooting technical issues, and providing a high level of customer service.The successful candidate will have strong technical knowledge and experience supporting applications in an IT operations environment. The role requires creative problem-solving, hands-on troubleshooting, and the ability to communicate effectively with technical teams and end users.Support will be provided through multiple communication channels, including phone, chat, and email. The Analyst will also analyze existing systems, identify opportunities for improvement, and make proactive recommendations for alternative solutions or process enhancements.The Analyst will use IT service management (ITSM) tools to review incidents, service requests, and change management activities and assist with assessing the scope and impact of system outages.ResponsibilitiesApplication SupportResolve escalated application support tickets in a timely manner while providing a high level of customer service.Escalate issues to appropriate technical teams when additional expertise is required.Work directly with end users to evaluate and resolve technical problems using available tools, including remote access and endpoint management technologies.Document end-user interactions, including inquiries, complaints, troubleshooting steps, and actions taken.Maintain the assigned ticket queue in accordance with service-level agreements (SLAs).Provide timely status updates to end users and stakeholders.Help maintain technical documentation for supported applications and ensure documentation meets established standards.Assist with application administration and operational support activities.Application Monitoring & Process ImprovementEvaluate existing applications, software, and user requirements to analyze, design, recommend, and implement system improvements.Respond to application monitoring alerts involving system outages, degraded performance, or service interruptions.Assist with the administration and improvement of application performance monitoring and alerting solutions.Analyze incident and support data to identify recurring issues, trends, and opportunities for process improvement.Participate in application-related projects, upgrades, implementations, and other operational initiatives.Security & ComplianceFollow established information security policies, procedures, and technical controls.Adhere to organizational quality standards, operational procedures, and applicable regulatory requirements.Protect sensitive information and maintain appropriate security practices when supporting applications and users.Additional ResponsibilitiesSupport special projects and ongoing initiatives as assigned.Assume additional duties and responsibilities as needed to support the overall IT operations function.Qualifications3–5 years or more of relevant experience supporting or developing applications.Experience supporting managed file transfer (MFT) or SFTP solutions.Familiarity with configuring, monitoring, troubleshooting, and supporting automated file transfers.Advanced troubleshooting skills across applications, networks, endpoints, and related technologies.Ability to interact professionally and effectively with end users, technical teams, vendors, and other stakeholders.Excellent verbal, written, interpersonal, and technical documentation skills.Strong customer-service orientation and commitment to resolving issues effectively.Ability to work collaboratively as part of a team while also working independently.High level of professionalism and attention to quality.Strong attention to detail with the ability to manage competing priorities and reprioritize tasks as business needs change.Ability and willingness to participate in scheduled 24x7 on-call support.Desired QualificationsFamiliarity with ITSM platforms such as ServiceNow.Experience with application monitoring, alerting, and performance management tools.Understanding of object-oriented design and software development.Experience supporting traditional monolithic, distributed, and microservice-based applications.Familiarity with cloud technologies, particularly AWS.Exposure to AWS services such as EKS and Lambda.Understanding of technologies commonly used within enterprise IT operations.Knowledge of software development lifecycles (SDLC).Strong aptitude for learning and adapting to new technologies.Demonstrated interest in driving process improvement and operational efficiency.Qualifications Acquired on the JobKnowledge of organization-specific applications, systems, and business processes.Knowledge of applicable organizational policies and procedures.Knowledge of applicable procurement and regulatory requirements.Knowledge of enterprise IT security, technology, and operational policies and procedures.Minimum RequirementsApplicants must have at least three (3) years of full-time experience supporting applications, preferably in an IT service desk, application support, or IT operations environment, or experience developing applications using a relevant technology platform.Pay $50 - $53.60 / hour depending on experience#INDIT