Technical Systems Analyst

Overture Partners; Boston (MA); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical plans

401(k)

Voluntary benefits

Sick time

Job summary

Overture Partners in Boston seeks an experienced Technical Systems Analyst to provide Tier 2 support for a mix of internally developed, commercial, and SaaS applications.

You will troubleshoot complex issues, manage MOVEit/SFTP transfers, document findings, and participate in a 24/7 on-call rotation while collaborating with IT and business teams.

Candidates should have 3+ years of relevant experience and strong communication, with a focus on improving system reliability and incident response.

Qualifications

• 3+ years of full-time experience supporting applications, preferably in an IT service desk or operations environment, or developing applications on a relevant platform.
• Hands-on experience administering MOVEit or a comparable managed file transfer/SFTP solution.
• Experience configuring, monitoring, and troubleshooting automated file transfers and related integrations.
• Advanced ability to diagnose and resolve application, network, and other technical issues.
• Experience managing escalated incidents and service requests while meeting established service-level expectations.
• Strong written, verbal, interpersonal, and technical documentation skills.
• Ability to work independently while collaborating effectively with technical teams, business users, and other stakeholders.
• Availability to participate in a scheduled 24/7 on-call support rotation.

Responsibilities

• Resolve escalated application incidents and service requests accurately and efficiently.
• Troubleshoot complex technical issues using diagnostic, remote access, and support tools.
• Administer and support MOVEit/SFTP processes including configuration and troubleshooting of automated transfers.
• Document user interactions, findings, troubleshooting steps, resolutions, and follow-ups in the ITSM platform.
• Manage and prioritize ticket queues to meet SLAs and keep users informed.
• Escalate and coordinate issues with specialized technical teams as needed.
• Evaluate existing applications and processes to recommend improvements.
• Respond to availability and performance alerts and support monitoring enhancements.
• Analyze incident data to identify trends and root causes.
• Maintain accurate technical documentation and standards.

Skills

Application support

MOVEit / SFTP

Troubleshooting

Documentation

Incident management

On-call rotation

Customer service

Remote support

Networking basics

Tools

MOVEit

SFTP

ServiceNow

Monitoring tools

Job description

Job Overview

We are seeking an experienced Technical Systems Analyst to provide Tier 2 support for a diverse portfolio of internally developed, commercial, and SaaS applications. This is an urgent opportunity for a hands-on technical professional who can troubleshoot complex application and file-transfer issues, deliver exceptional customer support, and identify opportunities to improve systems and operational processes.

To secure an interview, candidates should bring at least three years of relevant application support or development experience, including hands-on experience supporting managed file transfer or SFTP solutions such as MOVEit or an equivalent platform. Strong troubleshooting, communication, documentation, and customer service skills are essential.

Must Haves

• 3+ years of full-time experience supporting applications, preferably in an IT service desk or operations environment, or developing applications on a relevant platform.
• Hands-on experience administering MOVEit or a comparable managed file transfer/SFTP solution.
• Experience configuring, monitoring, and troubleshooting automated file transfers and related integrations.
• Advanced ability to diagnose and resolve application, network, and other technical issues.
• Experience managing escalated incidents and service requests while meeting established service-level expectations.
• Strong written, verbal, interpersonal, and technical documentation skills.
• Ability to work independently while collaborating effectively with technical teams, business users, and other stakeholders.
• Availability to participate in a scheduled 24/7 on-call support rotation.

What the Client Needs You to Do

This role requires a technically capable analyst who can take ownership of escalated application issues and drive them through resolution. You will support end users across phone, chat, email, and remote support channels while partnering with internal technical teams when additional escalation is required. You will also help improve application reliability by analyzing incident trends, responding to monitoring alerts, strengthening documentation, and recommending practical improvements to systems and support processes.

Key Responsibilities

• Resolve escalated application incidents and service requests accurately, efficiently, and with a strong focus on customer experience.
• Troubleshoot complex technical issues using available diagnostic, remote access, endpoint management, and support tools.
• Administer and support managed file transfer and SFTP processes, including the configuration and troubleshooting of automated transfers.
• Document user interactions, technical findings, troubleshooting steps, resolutions, and follow-up actions within the appropriate IT service management platform.
• Manage and prioritize assigned ticket queues to meet service-level commitments and keep users informed throughout the resolution process.
• Escalate and coordinate issues with specialized technical teams when problems require additional expertise or investigation.
• Evaluate existing applications, user needs, and operational processes to recommend system enhancements or alternative solutions.
• Respond to application availability and performance alerts, investigate service degradation, and support improvements to monitoring capabilities.
• Analyze incident and support data to identify recurring issues, trends, root causes, and opportunities for process improvement.
• Maintain accurate technical documentation for supported applications and contribute to consistent documentation standards across the team.

Additional Information

This is an applications operations and support-focused position requiring a balance of technical depth, analytical thinking, and customer service. Candidates should be comfortable working with a variety of application architectures and technologies and adapting quickly as systems and business needs evolve.

Preferred experience includes familiarity with ITSM platforms such as ServiceNow, application monitoring and alerting tools, and software development lifecycle practices. Experience with object-oriented development, traditional monolithic applications, distributed systems, microservices, and cloud technologies such as AWS, EKS, and Lambda is highly desirable.

W2 employees of Overture Partners who work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), 401(k) starting on day one, a variety of voluntary benefits including life and disability insurance, and sick time if required by law in the worked-in state/locality.

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