IT Systems Analyst I

Great Day Improvements: A Family of Brands•Sharonville, OH

16h

About The Position

The IT Systems Analyst I supports the stability, efficiency, and continuous improvement of enterprise IT systems with a primary focus on configuring and maintaining the Freshservice ITSM platform. This role uses low-code, UI-based tools to build, troubleshoot, and enhance workflows, automations, and service catalog items that support operational and business needs. In addition to ITSM configuration responsibilities, the IT Systems Analyst I serves as a Tier I and Tier II escalation resource for the Service Desk, resolving complex technical issues across Microsoft 365, Azure AD, identity and access management, endpoint systems, and other supported applications. The role also assists with Tier I and Tier II tickets to support service continuity. The IT Systems Analyst I works closely with IT and business stakeholders to translate requirements into effective system configurations, documents processes and solutions, contributes to knowledge management, and follows established incident, change, and escalation procedures. Success in this role is measured by system reliability, quality of configurations, effective resolution of escalations, and ongoing operational improvements.

Requirements

2–4 years of experience in IT support, systems analysis, or service desk roles.
Hands-on experience configuring or administering an ITSM platform (Freshservice, ServiceNow, Jira Service Management, or similar).
Experience providing Tier II and Tier III technical support in an enterprise environment.
Working knowledge of Microsoft technologies, including Microsoft 365 and Azure AD.
Strong troubleshooting and analytical skills with the ability to identify root causes.
Ability to document technical processes and configurations clearly and accurately.
Strong communication skills and the ability to work effectively with both technical and non-technical stakeholders.

Nice To Haves

Direct experience administering Freshservice, including workflow automations and integrations.
Familiarity with ITIL concepts such as Incident, Problem, Change, and Request Management.
Experience with identity and access management, MFA, and SSO troubleshooting.
Exposure to endpoint management tools such as Intune, RMM platforms, or similar solutions.
Basic understanding of APIs, low-code automation, or SaaS integrations.
Experience supporting cloud-first or hybrid IT environments.

Responsibilities

Configure and maintain the Freshservice ITSM platform using low-code, UI-based workflows, automations, and service catalog tools to support operational and business needs.
Configure, enhance, and support ITSM components including workflows, automations, forms, service catalogs, SLAs, notifications, and approval flows.
Troubleshoot ITSM configuration issues, workflow failures, automation errors, and integration problems.
Partner with IT and business stakeholders to translate operational requirements into ITSM configurations and enhancements.
Maintain accurate documentation for ITSM configurations, workflows, and operational processes.
Support continuous improvement of ITSM processes with a focus on efficiency, usability, and data accuracy.
Serve as an escalation point for Tier II and Tier III incidents and service requests across IT systems.
Troubleshoot complex issues related to Microsoft 365, Azure AD, identity and access management, endpoint systems, and line-of-business applications.
Perform root cause analysis for recurring incidents and recommend corrective actions.
Assist Tier I service desk staff during high-volume periods or when additional expertise is required.
Support and configure endpoint devices, user access, and standard IT tools.
Ensure timely resolution of tickets in alignment with SLAs and operational priorities.
Provide technical mentoring and knowledge‑sharing to Tier 1 and Tier II team members.
Diagnose and resolve issues across cloud-based and hybrid IT environments, including Azure, Microsoft 365, identity platforms, and endpoint environments.
Support user access provisioning, MFA issues, SSO troubleshooting, and permission management.
Coordinate with vendors and internal teams to resolve system issues and service disruptions.
Participate in incident response activities, problem management, and post-incident reviews.
Document technical solutions, troubleshooting steps, system configurations, and standard operating procedures.
Contribute to and maintain knowledge base articles to reduce repeat incidents and improve self-service.
Follow established change management, incident, and escalation procedures.
Collaborate with infrastructure, security, and application teams on system improvements and issue resolution.