Technical Systems Analyst

SMART TECH SKILLS LLC

Boston (MA)

On-site

USD 90,000 - 130,000

Full time

9 days ago

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Job summary

SMART TECH SKILLS LLC is seeking a Technical Systems Analyst in Boston to provide Tier 2 support for enterprise apps, both homegrown and vendor-based, including MoveIT and other secure file transfer platforms.

The role requires strong troubleshooting across applications, networks, and integrations, plus excellent communication with business users, developers, and vendors. On-call rotations and on-site collaboration are expected to ensure SLA adherence.

Qualifications

Minimum 3–5+ years in enterprise application support or development.
Experience with MoveIT and other MFT platforms; SFTP experience is a must.
Strong troubleshooting across apps, networks, and integrations.
Excellent verbal and written communication, customer service focus.
Ability to work independently and in on-call rotations.

Responsibilities

Provide Tier 2 support for homegrown and vendor apps.
Troubleshoot incidents, service requests, and application issues.
Support and administer MoveIT or similar secure file transfers.
Diagnose file transfer failures and integration problems.
Document issues, root causes, resolutions, and interactions.
Maintain queues and SLA compliance; escalate when needed.
Support end users via phone, email, chat, and remote tools.
Monitor application health, alerts, and performance; participate in on-call rotations.
Analyze incident trends and suggest process improvements.
Assist in change management, release activities, and documentation.

Skills

Application Support

Troubleshooting

Customer Service

Communication

Independent & Teamwork

On-Call Readiness

Tools

MoveIT

MFT Platforms

SFTP

ITSM Tools (ServiceNow)

Monitoring & Alerts

Job description

Location Onsite: Boston, Massachusetts

Experience Level

Mid-Senior Level (3-5+ Years)

Position Overview

The Technical Systems Analyst will serve as a Tier 2 Applications Support resource responsible for supporting both custom-developed and COTS/SaaS applications, including MoveIT and other enterprise platforms. This role provides advanced technical support, incident resolution, application monitoring, troubleshooting, and operational support while ensuring exceptional customer service and adherence to organizational standards.

The ideal candidate possesses strong application support experience, expertise with managed file transfer solutions, excellent troubleshooting skills, and the ability to collaborate effectively with business users, developers, infrastructure teams, and vendors.

Key Responsibilities

Application Support & Incident Management

Provide Tier 2 support for enterprise applications, including homegrown and vendor-supported solutions.
Troubleshoot and resolve escalated incidents, service requests, and application issues.
Support and administer MoveIT or similar secure file transfer platforms.
Diagnose and resolve automated file transfer failures and integration issues.
Document technical issues, root causes, resolutions, and user interactions.
Maintain ticket queues and ensure SLA compliance.
Escalate complex issues to appropriate teams when necessary.

Customer & End User Support

Provide support through phone, email, chat, and remote support tools.
Assist end users in diagnosing and resolving application-related issues.
Deliver high-quality customer service and maintain effective stakeholder relationships.
Communicate technical concepts clearly to technical and non-technical users.

Application Monitoring & Operations

Monitor application health, availability, and performance.
Respond to application alerts, outages, and service degradation events.
Support application monitoring platforms and related operational tools.
Participate in on-call support rotations as required.

Process Improvement & Analysis

Analyze incident and support trends to identify recurring issues.
Develop recommendations for operational efficiencies and process improvements.
Evaluate existing applications and recommend enhancements or alternative solutions.
Assist in improving support procedures and operational standards.

Change Management & Documentation

Review change requests and assess business and operational impacts.
Support change management and release activities.
Maintain application documentation, support procedures, and knowledge base articles.
Ensure documentation meets organizational standards.

Security & Compliance

Adhere to Commonwealth security policies, standards, and procedures.
Ensure security protocols are properly followed during support and operational activities.
Support compliance and quality assurance initiatives.

Required Qualifications

3-5+ years of experience supporting enterprise applications and/or application development.
Experience supporting:
MoveIT
Managed File Transfer (MFT) platforms
Secure FTP (SFTP) solutions
Experience configuring and troubleshooting automated file transfers.
Advanced troubleshooting skills across:
Applications
Networks
Integrations
Infrastructure Components
Strong customer service and end-user support experience.
Experience documenting incidents, resolutions, and technical procedures.
Excellent verbal and written communication skills.
Ability to work independently and collaboratively.
Ability to participate in a 24x7 on-call support rotation.

Preferred Qualifications