The Lead IT Systems Analyst will lead the team that is responsible for monitoring, responding and resolving alerts and reported incidents. In addition, documenting knowledge articles on resolving alerts, following incident/problem management processes, and system troubleshooting. Responsible for quickly responding to alerts, resolving them, & initiating recovery efforts to prevent and/or minimize system downtime.
How You'll Contribute: - Lead the team that monitors Origence systems and act on alerts. Help identify systems & sub-systems which are missing proper alerting. Assist in putting controls in place to be notified when issue is occurring until proper monitoring is implemented.
- Provide support on reported issues from our customers and internal staff. Troubleshoot and provide resolution/workaround for software application issues. Escalate to 3rd tier support teams as required. Utilize support tools to quickly resolve & recovery from system issues to prevent and/or minimize system downtime.
- Document knowledge articles on how to resolve alerts, monitor systems, & other relevant support processes, including system workflows & diagrams. Maintain documentation as the software evolves and is released. Provide weekly reports to management relating to tickets, projects, & support work.
- Keep tickets frequently updated, comply with service level agreements, & ticket standards. Following outlined incident & problem management processes. Ensure understanding of ticket processes and follow the guidelines as outlined by management.
What Makes You a Great Fit: Education - Two year college degree or related industry experience.
- BS in an IT field is a plus.
Experience - A minimum of five years technical experience supporting applications.
- A minimum of five years technical support experience.
- Experience with collaborating and coordinating with internal IT teams to resolve application issues.
- Basic windows architecture knowledge.
- Basic understanding of relational databases.
Your Strengths & Expertise - Problem Solving/Trouble Shooting
- Willingness to learn new technologies and know when to apply them
- Can work effectively within a team environment
- Strong oral, written communication skills, including the ability to communicate effectively with nontechnical users.
- Ability to work in fast paced / rapidly evolving environment.
Bring your ideas, your curiosity, and your unique perspective. We'll provide the opportunities, tools, and support to help you succeed.
How We Invest in You: - 401(k) with 8% Company Match
- Flexible Work Environment
- Competitive Paid Time Off
- Tuition Reimbursement & Education Benefits
- Comprehensive Health & Wellness Benefits
- Microsoft Copilot and AI-Enabled Tools
- Continuous Learning & Development Opportunities
- A culture of connection, celebration, and growth through employee-driven programs, company events, holiday celebrations (Star Wars Day), monthly town halls, quarterly company meetings, and team traditions like Bring Your Kid to Work Day
Recognizing Your Impact For this full-time role, the starting salary range is $78,600 - $98,200 per year. Our compensation is designed to be competitive and to reflect the value, experience, and contributions each team member brings to Origence. Offers are usually not made at the top of the range, and each compensation package is assessed carefully based on job-related factors such as relevant experience, skills, qualifications, and geographic location, in compliance with applicable laws.
