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Business Technical Analyst
Ref No.: 18-10923
Location: Cambridge, Massachusetts
Start Date / End Date: 09/01/2018 to 08/31/2019
Title: Business Technical Analyst
Location: Cambridge, MA
Duration: 12 months (CTH)

Summary:
Responsibilities include providing high touch IT support to business partners, including desktop and mobility support, technology upgrades, global webcasts and web chats, training, and ensuring readiness for key operating meetings. This role will also serve as the local site support of audio visual, collaboration, and server/data center support working with the owners of these towers to execute "hands-on” tasks on their behalf. In addition, this position will manage projects within the local site, implement new technology platforms, act as a liaison between customers and other corporate IT teams, provide consulting and architectural reviews within area of expertise, and develop skills for self and peers..

Essential Duties and Responsibilities:
• Daily oversight of end-user IT support requirements, ticket queue monitoring, and escalation management.
• Provide ad-hoc Executive "white glove” support for C-Suite leaders and admins when required.
• Perform governance and oversight for Managed Services onsite resources, including vendor management and reporting
• Interface with IT customers to understand business requirements and customer needs and assist in the development of solutions.
• Provide technical education, guidance and consulting to IT customers and team members on technology solutions, services, and standards.
• Lead complex technical projects supporting global technological decisions and implementations.
• Install and support technical solutions and implementations.
• Establish service-level metrics used to define and measure technology services.

Education and/or Experience:
• Bachelor's degree in Computer Science or related field or equivalent experience.
• 5+ years of relevant technical experience, including systems analysis, design and implementation.
• Strong emphasis on Customer service and providing best-in-class end-user support.
• Ability to solve complex technical and business problems.
• Ability to coordinate projects and interact with all levels of management.
• Ability to work effectively in a team environment.