Senior IT Systems Analyst
About The Position
The Senior IT Systems Analyst position provides comprehensive and progressive level 2 and level 3 (L2/L3) support of front-end and back-end infrastructure components including but not limited to desktop and server environment (hardware + software), networking local area network (LAN)/wide area network (WAN) - data, voice, video, wireless and conferencing, mobile messaging, file and print services, personal computing management solutions, and other infrastructure technical services. This role serves as the primary technical escalation point, providing expert-level troubleshooting, architectural guidance, and ensuring the quality and consistency of IT service delivery. The position operates as the technical authority within the region, coordinating with service providers and internal stakeholders to resolve complex issues and maintain continuity of operations, while also supporting executive-level IT needs.
Requirements
- Minimum of 10 years of relevant work experience in business processes/systems analysis.
- Individuals at this level have broad IT knowledge and considered an expert in a technical/functional IT arena.
- Has business knowledge but organizational agility is not as extensive as Principal Analyst.
- This individual proactively analyzes business and technical processes looking for opportunities to streamline, automate, and improve on day-to-day activities of the users.
- This individual also delivers recommendations for change and improvements to the IT leadership as well as identifies and applies system solutions to business problems as directed by the IT leadership.
- Decisions made by this individual are significant but done with general oversight and approval.
Nice To Haves
- Master's degree in Computer Science, Information Systems Management, or related field of study is preferred.
Responsibilities
- Provide follow-up, resolution, and closure of L2/L3 ticket management.
- Deliver professional and efficient infrastructure incident management coordination and services.
- Respond to and monitor IT system management technical issues.
- Complete assigned project goals in full and on time.
- Perform relevant IT research and development activities to support emerging technologies.
- Serve as the regional L2/L3 escalation point for complex infrastructure and system issues, providing advanced troubleshooting and root cause analysis.
- Act as the primary technical liaison between Kraton and the Managed Service Provider, coordinating resolution of critical incidents and technical challenges.
- Provide technical oversight of infrastructure service delivery, ensuring adherence to SLAs, KPIs, and established service management processes.
- Validate, guide, and influence technical solutions, configurations, and changes implemented by the managed service provider.
- Deliver high-touch IT support for executive leadership, ensuring responsiveness, discretion, and minimal disruption to business operations.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
