Technical Analyst

Role Overview

This is a strategic, AI-native operational role serving as the manager’s day-to-day operational partner across both the IT Service Desk and Vendor Platform Operations teams. The Technical Analyst is an AI-first position that leverages Microsoft Copilot, Copilot Studio agents, and AI-assisted workflows for ticket triage, vendor communications, meeting summarization, metrics analysis, and knowledge-base queries.

What You Will Do

Serve as primary escalation point for day-to-day operational issues across the IT Service Desk and Vendor Platform Operations teams, triaging incidents, coordinating cross-team response, and making resolution decisions before escalating to management. Leverage AI tools for ticket triage assistance, meeting summarization, vendor communication drafting, metrics trend analysis, knowledge base query resolution, and incident status generation.

Why It Might Be a Fit

The ideal candidate will have a strong blend of analytical thinking, technical acumen, excellent communication, and the ability to lead without direct authority. The position requires a demonstrated AI-native mindset, experience with ITSM ticketing systems, and working knowledge of ITIL fundamentals.

Requirements

• Bachelor’s degree or equivalent experience
• One to three (1–3) years' experience in technical or business analysis
• 3+ years in IT service delivery, operations management, or platform support
• Demonstrated AI-native mindset — actively uses AI tools (Microsoft Copilot, Copilot Studio, AI-assisted automation) to accelerate workflows, reduce manual effort, and improve operational outcomes
• Experience with ITSM ticketing systems (e.g., ServiceNow, Freshservice, Jira Service Management, or similar)
• Working knowledge of ITIL fundamentals (incident, change, and problem management)
• Demonstrated ability to manage vendor relationships, track SLA compliance, and drive escalation resolution
• Experience building or maintaining operational dashboards and metrics (Power BI or similar BI tools)
• Experience with Azure DevOps or similar work tracking tools for backlog and sprint management
• Experience with IT asset lifecycle management — hardware inventory tracking, software license compliance, and vendor contract renewal processes
• Strong analytical skills — ability to identify trends in operational data and translate them into actionable recommendations for leadership
• Strong written and verbal communication skills — ability to present operational metrics and escalation status to technical and non-technical audiences
• Ability to serve as a decision-making escalation point in the absence of direct management
• Participation in on-call rotation required, including after-hours and weekend coverage as needed

Benefits

• Healthcare services
• Paid holidays
• Remote flexibility
• 1 day per week in the office