Managed Services Analyst

**WHO WE ARE****Syscon Justice Systems** is an **industry-leading provider** of prison and jail management software for corrections agencies across the world.Some of the largest, busiest, and most complex corrections agencies in the world rely on Syscon and our ever-improving product helps make the system safe, efficient, and improve processes for corrections staff and offenders.**THE ROLE**We are seeking a skilled and detail-oriented Managed Services Analyst to join our dynamic team. As a Managed Services Analyst, you will play a crucial role in supporting our managed services offerings, ensuring the smooth operation and delivery of IT services to our clients.You will work closely with clients, internal teams, and external vendors to provide exceptional customer service and resolve technical issues promptly. Your strong analytical skills, technical expertise, and ability to thrive in a fast-paced environment will be essential to succeed in this role.**WHY JOIN US**As a member of Harris Computer Systems, we’re proud to provide our contractors an array of benefits, including:- **Team Environment** - A great team that empowers you to grow your abilities and reach your true potential with exceptional colleagues who will help you realize it.- **Work / Life Balance - **We are 100% Remote; you control your flexible schedule.**RESPONSIBILITIES**- **Client Support**: Serve as the primary point of contact for clients, offering exceptional support and troubleshooting assistance for managed services. Collaborate with clients to understand their needs, resolve issues, and provide guidance on best practices.- **Service Delivery**: Execute the delivery of managed services according to established service level agreements (SLAs). Continuously monitor service performance and make recommendations for improvements to enhance service quality and efficiency.- **Documentation and Reporting**: Maintain accurate documentation of client configurations, processes, and procedures. Generate regular reports on service performance, including incident trends, key metrics, and recommendations for process enhancements.- **Change Management**: Assist in the planning, coordination, and implementation of changes to managed services, ensuring mínimal disruption to clients. Conduct impact assessments, create change documentation, and communicate changes effectively to stakeholders.- **Vendor Management**:Collaborate with external vendors to coordinate service delivery, resolve issues, and manage relationships. Evaluate vendor performance, negotiate contracts, and ensure compliance with agreed-upon service levels.- **Continuous Improvement**:Stay up-to-date with industry trends, emerging technologies, and best practices in managed services. Proactively identify opportunities for process improvements and implement innovative solutions to optimize service delivery.- **Training and Knowledge Sharing**: Provide guidance and training to clients and internal teams on the effective use of managed services tools, processes, and technologies. Contribute to knowledge sharing initiatives, including the creation and maintenance of knowledge base articles**REQUIREMENTS**Education and Experience:- Bachelor's degree in information technology, computer science, or a related field (or equivalent work experience).- Previous experience in a similar role, preferably in a managed services environment.Technical Skills:- Strong understanding of IT infrastructure and networking concepts- Proficiency in troubleshooting hardware, software, and network issues- Familiarity with IT service management (ITSM) frameworks, such as ITIL- Experience with monitoring and ticketing systems.Analytical Abilities:- Excellent problem-solving skills with a keen attention to detail- Strong analytical mindset to diagnose and resolve complex technical issues- Ability to assess and improve processes through data analysis and performance metricsCommunication and Customer Service:- Outstanding written and verbal communication skills- Proven ability to communicate technical concepts to non-technical stakeholders- Exceptional customer service skills with a client-focused mindset.Teamwork and Collaboration:- Ability to work effectively in a team-oriented environment, collaborating with internal and external stakeholders- Strong interpersonal skills with the ability to build relationships and establish trustTime Management and Adaptability:- Excellent organizational and time management skills to prioritize tasks and meet deadlines- Ability to adapt to changing priorities and work in a fast-paced environment.Certifications (preferred):- ITIL Foundation certification- Relevant vendor certifications (e.g., Cisco, Microsoft, VMware)Join our team as a Managed Services Analyst and contribute to the seamless delivery of IT services.managedservices #supportanalyst #systemsanalyst #managedservicessupport #softwaremanagedservices #MS