Accounts Management Analyst

The Executive Office of Technology Services and Security (EOTSS) is the state's lead office for information technology. We provide enterprise level information technology services including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.

EOTSS is seeking to hire an Accounts Management Analyst to join our Accounts Management team. The Accounts Management Analyst will be responsible for providing Tier 2 support to EOVS and EOTSS supported agencies by authorizing access to system accounts, software, O365 licenses, and other privileges associated with computer systems and resources for onboarding, off-boarding, and access management. The incumbent is required to adhere to strict guidelines identified for each Secretariat and/or agency and follow all legal policies and procedures related to security to protection. The Accounts Management Analyst will play a major role in the provisioning, deactivating, and transfer of employees.

The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150. The work schedule for this position is Monday through Friday, 9:00 AM - 5:00 PM EST. Schedules are subject to change based on the operational needs of the business

This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed.

All offers of employment into this position are conditional and subject to passing: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements; and security training.

Duties and Responsibilities:

• Process employee provisioning, deprovisioning, name changes, and transfer requests in a timely and complete manner

• Process and complete requests in Active Directory, Azure, Exchange, O365, OneDrive accounts, and other enterprise systems, software access, and memberships

• Process and complete urgent deactivation or reactivation security requests from Human Resource departments

• Modify accounts when required, including the update of ServiceNow asset inventory, which will become the authoritative source for information related to a user (hardware and software)

• Adhere to and follow all documented Accounts Management procedures, policies, and processes

• Manage the ServiceNow ticket queue to meet SLAs and maintain and provide clear and concise notes/documentation on all tickets

• Work with end users to evaluate and solve Tier 2 technical problems using all technical tools provided, including remote control access

• Escalate to Tier 3 support when applicable

• Provide knowledge-based article information to be documented when processes and fixes can be made available to end users as well as to other support teams who may be able to resolve the ticket first

• Assist with audit requests as requested and required

• Help provide quarterly reports to review authorized access within an agency and take corrective action when necessary

• Determine the proper format for assembling items of information in accordance with established procedures

• Adhere to all quality, organizational, legal, and Commonwealth processes, policies, procedures, and standards

Preferred Knowledge, Skills, and Abilities:

• Experience in technical support or electronic data processing in a large IT enterprise environment

• Strong hands-on experience, proficiency, and knowledge of Windows 10, Power Shell Scripting, Microsoft O365/Exchange, and Azure functionality

• Hands-on experience and knowledge with IT service management ticketing systems, with ServiceNow experience desirable

• Proven experience in effectively and efficiently troubleshooting technical problems

• Advanced knowledge and hands-on experience with some of the following skillsets:

• Power Shell Scripting

• Active Directory

• Exchange

• Azure

• CoreView

• Messaging

• Methodical and able to follow documented procedures and instructions

• Ability to keep meticulous and consistent documentation of tickets, processes, and resolutions

• Excellent multitasking and time management skills with the ability to prioritize effectively and efficiently

• Ability to analyze and interpret problems and their resolutions

• Excellent problem-solving and analytical skills, with the ability to independently analyze reported issues, document, and recommend solutions

• Excellent customer service skills complimented by an ability to effectively interpret, respond, and clearly communicate problems and resolutions to customers

• Ability to work effectively on independent tasks and in a collaborative team with a high level of professionalism and quality

• Excellent communication and writing skills with the ability to clearly communicate technical concepts to both technical and non-technical audiences across all levels of an organization

• Ability to adjust to changing situations to meet emergencies or changing program/production requirements

Below you will find the designated classification for this opportunity:

Job Family: Customer Service & End User Support

Job Function: Accounts Management Analyst II

Job Level: Level II

First consideration will be given to those applicants that apply within the first 14 days.

Minimum Entrance Requirements:

Applicants must have (A) at least two (2) years of full-time or equivalent part-time professional or practical experience in the field of information technology customer service and end user support, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. An Associate's degree in a related field may substitute for one (1) year of the required experience.

II. A Bachelor's degree or higher in a related field may substitute for the required experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.