LTG - Systems Analyst I, IT Special Operations

Lennar•Irvine, CA

10d•$34 - $46•Remote

About The Position

The Systems Analyst I on the IT Special Operations team provides Tier 3 technical support for all Lennar Associates. Working alongside the Service Desk, Onsite IT, and engineering, this cross-domain role keeps Associates productive by resolving complex issues and taking on repeatable operational work from engineering, giving engineers more capacity to focus on design and architecture. The role also turns recurring problems into automation and better documentation. It is built for experienced support professionals who already demonstrate strong troubleshooting and cross-team escalation skills.

Requirements

Minimum 5 years of IT support experience, with a proven background in desktop, onsite, or service desk support, including complex troubleshooting and cross-team escalation.
Bachelor's degree or relevant certification.
Demonstrated ability to troubleshoot unfamiliar problems independently, using documentation, peers, and engineering escalation when needed.
Demonstrated working depth in at least one support or infrastructure area (networking, identity, telecom, endpoint, or mobility), with the willingness and range to pick up new areas quickly.
Cross-domain familiarity across networking, identity, and telecom.
Proficiency with ServiceNow (incident and request handling, workflows, SLAs, knowledge base).
Ability to write clear, reusable documentation independently, and to define the options, risks, and impact of changes.
Good communication, collaboration, and problem-solving skills; works closely with the Service Desk, Onsite IT, and engineering.
Comfortable with elevated system and platform access and the responsibility that comes with it, operating within change management and peer review.

Nice To Haves

Familiarity with cloud-managed networking platforms (such as Meraki) for switching, wireless, and network provisioning
Familiarity with identity and productivity administration (such as Microsoft 365 and Entra), including passkey/FIDO and administrative management
Familiarity with Mobile Device and Carrier Line Management platforms (MDM)
Familiarity with automation and workflow tooling (such as GitHub and Power Automate), with enough understanding to request and test automations
Comfort using AI tools (for example Claude, Now Assist) to draft documentation, triage, and speed up analysis.
Exposure to ServiceNow configuration.
Additional IT certifications (for example CompTIA Network+, Cisco CCNA, Microsoft identity/endpoint, or ServiceNow).

Responsibilities

Serve as the Tier 3 escalation point, partnering with the Service Desk and Onsite IT to resolve complex, systems-down, and cross-functional issues across network, identity, and telecom.
Triage escalated issues to assess severity and business impact, distinguishing a minor fix from a major incident, and initiate a formal Network Operations Center (NOC) outage and bridge when warranted.
Absorb repeatable, high-skill operational work from engineering teams across End User Computing (EUC), mobility, endpoint, and identity and access management (IAM), freeing engineers to focus on design and architecture. Examples include: Telecom phone configuration, Meraki switch and access-point deployments, Passkey/FIDO group changes, Office 365 administrative management, Mobility port-outs and troubleshooting, Remote network device reboots.
Identify and document opportunities for automation and AI across support and partner with engineering and automation owners to turn documented processes into workflows, automations, and ServiceNow improvements. Test and validate delivered automations before they are handed down to the Service Desk and Onsite IT.
Join new initiatives and rollouts early, as directed by management, to gain access, build process, and document the handoffs that flow back to Onsite IT and the Service Desk.
Gather and analyze support data across Sites & Services, the Service Desk, and Onsite IT to identify trends, turning recurring issues into documentation, automation requests, or fixes pushed back to lower tiers, and share insights and process improvement recommendations with leadership.
Author, update, and maintain knowledge base content that gives Associates self-service options and gives support teams clear guidance, reducing repeat issues and escalations to engineering.
Maintain accurate, reproducible ServiceNow tickets and meet defined SLAs, following change management, control, and peer review processes for platform and automation changes.
Build effective working relationships with key stakeholders across the Service Desk, Onsite IT, and engineering.
Share knowledge with the Service Desk and Onsite IT through documentation and handoffs, and hand matured processes and access down as they stabilize, keeping the team focused on genuinely complex work.
Perform other duties as assigned.