Information Technology Systems Analyst (On-Site)

Title: Information Technology Systems Analyst

Reports to: Director of Continuous Improvement & Systems

POSITION PURPOSE:

The Information Technology Systems Analyst (ITSA) is responsible for ensuring the successful delivery, integrity, and performance of our Information Technology Systems (ITS) for both internal and external customers. The ITSA will manage a variety of systems, software and application projects with a focus on SaaS life cycle management, continuous improvements, and overseeing deployments, migrations, user experience (UX) and the decommissioning of systems or software. The ITSA will also enhance, support, develop, and implement Microsoft applications within Business Central, Dataverse, SharePoint, Teams, and the Power Platform, with examples including but not limited to Pages, Automate, BI Reporting, Solutions, and Virtual Agents.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Documentation & Change Management

· Create and maintain comprehensive documentation for system configurations.

· Participate in the change management process, ensuring all system changes are properly documented, tested, and implemented.

Project Monitoring & Risk Management

· Monitor project metrics for deviations in schedule, scope, costs, and quality.

· Identify and mitigate project and program risks.

System Issue Resolution & Testing

· Coordinate with managers and users to identify system issues, assess severity, and prioritize responses.

· Perform system tests and collaborate with the IT team to resolve issues and errors.

System Analysis & Optimization

· Conduct structured cost analysis and recommend system and network updates.

· Develop, maintain, and optimize workflow builds for improved ITS platform performance.

User Requirements & System Enhancements

· Work with users to identify system requirements and develop processing procedures and system modifications to meet specifications.

· Apply UX principles to research, scope, and enhance platform usability, defining requirements and overseeing UI improvements.

Collaboration & Communication

· Collaborate with the IT team, customers, and external vendors to enhance project management processes and address software issues through troubleshooting.

· Partner with internal teams and customers to foster clear communication and build trust in IT services.

Customer & User Support

· Manage the external Coakley Connect customer Help Desk.

· Manage user permissions and roles, ensuring secure access controls.

· Pitch, onboard, train, and support internal and external customers in IT systems, software, and applications.

Business Alignment & Strategic Contributions

· Align plans to meet customer expectations and advance the business objectives of Coakley Brothers and Brothers Interiors.

· Perform additional duties as requested, directed, or assigned within the scope of job responsibilities.

ADDITIONAL RESPONSIBILITIES:

· Stay updated on emerging technologies and recommend system or process improvements

· Execute specific projects as directed as needed

· Foster cross functional communications on all levels

· Required Travel: 10%

EDUCATION and/or EXPERIENCE:

· BA in IT Systems, Computer Science, or related field required.

· Minimum of 1 to 2 years of IT related experience required

· A general understanding of Microsoft services and applications is required

LANGUAGE SKILLS:

Ability to effectively communicate instructions and assignments to personnel in English.

MATHEMATICAL SKILLS:

Ability to apply concepts of basic algebra

ADDITIONAL KNOWLEDGE, SKILLS and ABILITIES:

· Excellent verbal and written communication skills

· Excellent analytical and problem-solving skills

· Excellent organizational skills and attention to detail

· Proficient in Microsoft office suite and/or related software. Ex: VISIO, Visual Studio Code, Azure, etc.

· Basic IT infrastructure knowledge, structured query language (SQL) understanding, data integration

· Ability to quickly learn systems and software used by the organization

· Basic knowledge in system security compliance

· Ability to understand and apply organizational security policies and industry best practices, including regular audits and updates

· Proficient in supporting CRM systems, analyzing data, optimizing workflows, and integrating with other business systems.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk, see and hear. The employee frequently is required to sit, stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The employee is regularly office based and may travel to customer sites or meeting locations. The noise level in the work environment is sometimes loud.