IT Systems Analyst

Job Title:

Location:

Position Type:

Position Purpose:

• Provide client-centric, technical support to internal colleagues.
• Deploy and manage end user computing resources.
• Monitor end-user ticketing system and respond to inquiries promptly.
• Analyze, diagnose, and troubleshoot problems in end user hardware and software systems.
• Assist with Move/Add/Change (MAC) requests for users.
• Assist with the creation and maintenance of user education documentation.

Essential Functions:

• Deliver exceptional IT support to “wow” our users with prompt, professional, and thorough solutions.
• Provide 1st level support to all employees, both local and remote, escalating issues as appropriate.
• Support a broad range of end user software including Office365, Active Directory, Windows, Mac OS, iOS, and Adobe products.
• Follow documented processes to deliver a seamless employee onboarding experience.
• Execute off-boarding procedures with attention to detail.
• Field end-user service requests received via email, phone, chat, or in-person.
• Author and publish detailed documentation for user education and IT operations.
• Build strong professional relationships with internal stakeholders, acting as an extension of their teams.
• Utilize scripts, including PowerShell, to manage and maintain Zywave systems.
• Monitor and manage end user devices using Microsoft System Center Suite, Intune, and Jamf.
• Assist in troubleshooting telephony and conferencing systems based on Microsoft Teams.
• Take full ownership of your technical domain—resolve critical issues promptly, perform root cause analysis, document issues, and implement mitigation steps.
• Communicate effectively at all levels within and outside the organization.
• Manage deployment of laptops, mobile phones, and peripherals.
• Provide support through text, phone, video, and in-person interactions for local and remote employees.
• Provide limited off-hours support as needed.
• Preference for candidates with experience configuring and managing complex Intune-based endpoint management solutions.

Additional Responsibilities:

• Collaborate with Zywave stakeholders to improve business processes.
• Serve as an IT resource to other departments as needed.
• Participate in special projects as assigned.
• Occasional domestic travel (<5%) may be required.

Qualification Requirements:

• Minimum 3 years of systems support experience or equivalent education and technical experience. Technical degrees and certifications preferred.
• Excellent written and verbal communication and documentation skills with a strong service orientation.
• Proven organizational, analytical, and problem-solving abilities.
• Team player with the ability to multitask and remain productive in a fast-paced, service-driven environment.
• Deep understanding of Microsoft end user technologies.
• Strong awareness of enterprise-level IT security importance.
• Ability to understand integration between end user, on-premises, and cloud-based systems.
• Experience with ITIL/ITSM process-driven support models.
• A+ certification is a plus.

Why Join Zywave?

Zywave empowers insurers and brokers to drive profitable growth and thrive in today’s escalating risk landscape. Our transformative ecosystem-wide capabilities amplify impact across data, processes, people, and customer experiences. More than 15,000 insurers, MGAs, agencies, and brokerages trust Zywave to sharpen risk assessment, strengthen client relationships, and enhance operations. Learn more at www.zywave.com.

#LI-Hybrid #LI-Pune