Systems Analyst

We are looking for a hands-on System Analyst who thrives at the intersection of cloud technology, security, and automation. If you enjoy solving real business problems, optimizing workflows, and keeping enterprise systems running smoothly, this role gives you the platform to do just that.You will play a key role in maintaining the security and efficiency of our Microsoft 365 E5 ecosystem, while driving operational improvements in IT service management (Freshservice) and system-to-system integrations that directly enhance business productivity.Key ResponsibilitiesMicrosoft Cloud & SecurityManage and optimize Microsoft 365 E5 technologies (Defender, Exchange Online, Entra ID, Intune).Administer user identities, mailboxes, access controls, permissions, and security configurations.Strengthen security baselines, compliance controls, and access governance across connected cloud applications.Troubleshoot complex technical issues across email services, identity protection, endpoints, and user access.End-User & Endpoint SupportManage device lifecycles via Microsoft Intune, including enrollment, policy deployment, compliance monitoring, and application delivery.Provide hands-on escalation support for laptops, desktops, standard software, and network connectivity (TCP/IP, DNS, DHCP).Resolve hardware, software, and connectivity issues efficiently with a clear, user-first approach.Automation & System IntegrationSupport, maintain, and optimize IT automation workflows, API/webhook-based integrations, and operational pipelines.Troubleshoot automation failures, integration errors, scheduled task failures, and data inconsistencies.Work with internal stakeholders to gather requirements, streamline manual processes, and enhance workflow logic.Assist in deploying, testing, validating, and documenting automation scripts, pipelines, and change control records.ITSM & Freshservice AdministrationManage and administer Freshservice, including workflow rules, service catalog items, approval flows, SLAs, and operational reporting.Document support incidents, root cause analyses, standard operating procedures, and knowledge base articles.Collaboration & OperationsWork closely with internal teams and external vendors to resolve infrastructure, application, and vendor-related issues.Participate in after-office-hours standby support to ensure business continuity for critical incidents.Stay updated on emerging Microsoft 365, endpoint, security, and automation technologies to drive continuous improvement.RequirementsCore SkillsDiploma or Degree in Information Technology, Computer Science, Information Systems, or a related field.Solid understanding and working knowledge of Microsoft 365 E5 administration.Proven experience in corporate desktop support and end-user troubleshooting.Basic understanding of:Identity & Access Management (IAM)Endpoint & device management via IntuneCloud applications, permissions, and authentication mechanismsAutomation & ITSM ExposureUnderstanding of workflow automation concepts, system integrations, and process orchestration.Familiarity with ITSM platform administration (ideally Freshservice, including workflows, service catalogs, and SLA tracking).Exposure to:API/webhook-based integrations and JSON formatsScheduled jobs, automated tasks, and exception handlingTroubleshooting integration flows and data mismatchesBonus: Scripting experience (PowerShell, Python, or Bash) for system administration and task automation.Bonus PointsExperience supporting or administering AWS cloud infrastructure.Familiarity with change control, automation monitoring, release testing, or incident response practices.Relevant certifications: Microsoft 365 Certified, Microsoft Endpoint Administrator, AWS Cloud Practitioner, or ITIL/ITSM.