TheExecutive Office of Technology Services and Security (EOTSS)is the lead enterprise technology organization for the Commonwealth of Massachusetts. Charged with driving the ongoing alignment of business and technology across the Commonwealth’s Executive Branch, EOTSS oversees and manages the enterprise technology, digital infrastructure and services, as well as the Commonwealth Security Operations Center and an enterprise Standard Operating Environment that includes an information security and risk management framework for over 125 state agencies and over 43,000 state employees. We directly serve our constituents by providing digital services and tools that enable taxpayers, drivers, businesses, visitors, families and other citizens to do business with the Commonwealth in a way that makes every interaction with government easier, faster, and more secure.

Our Mission:We provide technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes.

EOTSS is seeking to hire an IT Operations Analyst I to join the Operations Service Group to ensure effective operation and technical functions are consistently provided. The IT Operations Analyst I will provide the operating and monitoring of EOTSS infrastructure and batch processes utilizing the Operations Service Group tool sets. The incumbent will support the 24/7 operations of networks, on premise and off premise servers, and all peripheral equipment in the Data Center.

This primary work location for this role will be at 200 Arlington Street, Chelsea, Massachusetts 02150.

This role is based on a 3-day work week schedule: 3 days on / 4 days off, with days subject to change based on operational needs. The work schedule for this position will be 6:00 AM – 7:00 PM EST.

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

Duties and Responsibilities:

Monitor day-to-day processes to detect, report, and respond to issuesEnsure monitored events are quickly addressed and an associated incident is logged into the EOTSS Service Desk ticket systemMaintain logged incidents with detailed information including updates as they become availableIdentify and escalate Major Incidents to shift supervisorsEffectively utilize all toolsets used by OperationsAssist in maintaining accurate and up-to-date documentation of procedures and processesProvide high quality and professional customer services to customers, colleagues, and other support teams

Preferred Knowledge, Skills, and Abilities:

A minimum of two (2) years of experience in a production, mission-critical, 24x7x365 IT operations environment, with knowledge of electronic data processing principles, techniques, and standard data center operating proceduresA minimum of two (2) years of experience providing service delivery support disciplines as defined until ITILProven knowledge and experience in utilizing a ticketing system, with ServiceNow experience preferred Demonstrated knowledge of electronic data processing principles, techniques, and standard data center proceduresDemonstrated knowledge and hands-on experience with infrastructure monitoring tools such as OpsRamp, SolarWinds or CloudWatchStrong knowledge and hands-on experience with automated scheduling systems; Control-M preferredFamiliarity with ITIL best practices (Incident Management, Major Incident Management, Change Management, Problem Management)Proficient with Microsoft Office 365 applications (Word, Excel, Outlook)Innovative and able to take measured risks with the ability to quickly learn new skills and processesMethodical and able to follow documented procedures and instructionsAbility to keep meticulous and consistent documentation of incidents, tickets, and reportsExcellent multitasking and time management skills with the ability to prioritize effectively and efficientlyExcellent customer service skills complimented by an ability to effectively interpret, respond, and clearly communicate problems and resolutions to customers Ability to collaboratively work with technical and non-technical staff, including across various levels of an organizationExcellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner

TheExecutive Office of Technology Services and Security (EOTSS)is the lead enterprise technology organization for the Commonwealth of Massachusetts. Charged with driving the ongoing alignment of business and technology across the Commonwealth’s Executive Branch, EOTSS oversees and manages the enterprise technology, digital infrastructure and services, as well as the Commonwealth Security Operations Center and an enterprise Standard Operating Environment that includes an information security and risk management framework for over 125 state agencies and over 43,000 state employees. We directly serve our constituents by providing digital services and tools that enable taxpayers, drivers, businesses, visitors, families and other citizens to do business with the Commonwealth in a way that makes every interaction with government easier, faster, and more secure.

Our Mission:We provide technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes.

EOTSS is seeking to hire an IT Operations Analyst I to join the Operations Service Group to ensure effective operation and technical functions are consistently provided. The IT Operations Analyst I will provide the operating and monitoring of EOTSS infrastructure and batch processes utilizing the Operations Service Group tool sets. The incumbent will support the 24/7 operations of networks, on premise and off premise servers, and all peripheral equipment in the Data Center.

This primary work location for this role will be at 200 Arlington Street, Chelsea, Massachusetts 02150.

This role is based on a 3-day work week schedule: 3 days on / 4 days off, with days subject to change based on operational needs. The work schedule for this position will be 6:00 AM – 7:00 PM EST.

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

Duties and Responsibilities:

Monitor day-to-day processes to detect, report, and respond to issuesEnsure monitored events are quickly addressed and an associated incident is logged into the EOTSS Service Desk ticket systemMaintain logged incidents with detailed information including updates as they become availableIdentify and escalate Major Incidents to shift supervisorsEffectively utilize all toolsets used by OperationsAssist in maintaining accurate and up-to-date documentation of procedures and processesProvide high quality and professional customer services to customers, colleagues, and other support teams

Preferred Knowledge, Skills, and Abilities:

A minimum of two (2) years of experience in a production, mission-critical, 24x7x365 IT operations environment, with knowledge of electronic data processing principles, techniques, and standard data center operating proceduresA minimum of two (2) years of experience providing service delivery support disciplines as defined until ITILProven knowledge and experience in utilizing a ticketing system, with ServiceNow experience preferred Demonstrated knowledge of electronic data processing principles, techniques, and standard data center proceduresDemonstrated knowledge and hands-on experience with infrastructure monitoring tools such as OpsRamp, SolarWinds or CloudWatchStrong knowledge and hands-on experience with automated scheduling systems; Control-M preferredFamiliarity with ITIL best practices (Incident Management, Major Incident Management, Change Management, Problem Management)Proficient with Microsoft Office 365 applications (Word, Excel, Outlook)Innovative and able to take measured risks with the ability to quickly learn new skills and processesMethodical and able to follow documented procedures and instructionsAbility to keep meticulous and consistent documentation of incidents, tickets, and reportsExcellent multitasking and time management skills with the ability to prioritize effectively and efficientlyExcellent customer service skills complimented by an ability to effectively interpret, respond, and clearly communicate problems and resolutions to customers Ability to collaboratively work with technical and non-technical staff, including across various levels of an organizationExcellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner

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

Minimum Entrance Requirements:

Applicants must have at least (A) one (1) year of full-time or equivalent part-time, professional or practical experience in information technology management and operations or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. An Associate's degree or higher in a related field may be substituted 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.

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

Minimum Entrance Requirements:

Applicants must have at least (A) one (1) year of full-time or equivalent part-time, professional or practical experience in information technology management and operations or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. An Associate's degree or higher in a related field may be substituted 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.