Solution Desk Analyst

JOB TITLE : Solution Desk Analyst JOB LOCATION : Boston MA WAGE RANGE

• : $40-$42 JOB NUMBER : RFR-FY26-006 REQUIRED EXPERIENCE : At least 3 years working in an IT service and support function in an environment similar in size and complexity to our organization.
• Knowledge of IT and business service desk tools and best practices.
• Good business acumen and understanding of organizational issues and challenges.
• Well-developed communication skills (both oral and written).
• Ability to focus on customer satisfaction, with strong interpersonal skills and responsiveness.
• Active listener with the ability to influence others toward a common vision or goal.
• Strong team player and skilled collaborator capable of working effectively with and through others.
• Demonstrated experience in using computer-based tools including Word, Excel, Power Point, Visio and Outlook. Preferred Skills
• Help desk experience supporting external clients / users with a wide range of business and technical abilities
• Experience making or returning support service phone calls
• Experience using ServiceNow or other ticket tracking software
• Experience with the Massachusetts Management Accounting and Reporting System (MMARS), Labor Cost Management (LCM), or Human Resources / Compensation Management System (HR / CMS)
• Experience with support of a launch of a new application
• Ability to analyze data to draw conclusions, troubleshoot scenarios, and make appropriate recommendations
• Ability to work in a team setting and communicate effectively and professionally with both internal and external customers at all levels
• Excellent written and verbal JOB DESCRIPTION The support model will support users in the transition from the current financial systems (MMARS and VendorWeb) to Mosaic (the new financial application) and the new vendor self-service application; as well as the transition from the current payroll system (HR / CMS) to its successor application. The Solution Desk Analysts' key responsibilities include responding to and resolving user inquiries in a timely manner, maintaining a strong knowledge base of Office of the Comptroller systems and protocols, and providing clear guidance and support to users throughout all interactions. The BEST Solution Desk Analysts will receive comprehensive training from experienced colleagues and are expected to develop a thorough understanding of various functions, policies, procedures, and applications used by the Office of the Comptroller. This position requires the ability to efficiently process tickets while delivering excellent customer service. The successful candidates will have excellent verbal and written communication skills, a professional and positive demeanor with a customer service approach to problem solving, and strong attention to detail and accuracy in all tasks. A self-motivated attitude with the ability to multi-task in a fast-paced environment is important.
• The positions will support tickets categorized as Tier One and Tier Two : Tier One call-in and email center for agency end users to address questions on : o Login and access management o Password resets o User security and access to data o How to find job aids o Guidance on specific questions covered by job aids. o High-level navigation of the applications and crosswalking from the legacy applications
• Tier Two support by business and technical subject-matter-experts for more in-depth end user questions on : o Specific functionality that may not be covered by job aids o Technical issues impacting the user's access to the system. o System issues affecting a number of users Specific Duties
• Under the guidance of the Solution Desk Manager, review current user support and help desk functions for the Commonwealth's legacy financials system (MMARS) including Solution Desk protocols, organizational structures, staffing, and service level agreements as to response times.
• Under the guidance of the BEST Project Management Office, acquire an understanding of the new Mosaic, vendor self-service, and payroll applications
• Receive customer inquiries via ServiceNow ticketing system, live call, voicemail, and email
• Process tickets in accordance with CTR Customer Service guidelines
• Manage tickets through the CTR ServiceNow CSM application
• Evaluate the type, complexity, and magnitude of inquiry and resolve or escalate as appropriate
• Work with the BEST Program, CGI, CTR Chief Communications Officer, CTR Solution Desk Manager, CTR Solution Desk Supervisor, CTR Solution Desk Analysts, and colleagues throughout the Office of the Comptroller to provide accurate and timely solutions
• Coordinate and communicate, internally and externally, with partner agencies and agency clients in a courteous and respectful manner
• Document each inquiry through its lifecycle and accurately record all communication in tracking software
• Gather feedback from requestors to enhance operations
• Ideate solutions to structural and / or recurring issues coming into the Solution Desk
• Maintain awareness of, and compliance with, all Office of the Comptroller operating policies and procedures
• Participate in training sessions for the new applications, and learn them in accordance with mandated trainings
• Remain current with CTR policies and procedures, read CTR memos and updates
• Immediately raise questionable actions, requests, or potential errors or issues to the attention of your supervisor, manager, or director Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities
• While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to : job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life / short term disability / whole life / term life / accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.