The Technical Process Analyst analyzes support tickets to identify trends and inefficiencies, driving improvements in processes and automation. They document findings and collaborate with teams to implement changes accordingly.
Location: New York, NY (onsite 2-3x/week)
About Us
Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don't view their weekdays spent at 'a job' but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you're attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!
Position Overview
The Technical Process Analyst position is a hybrid (on-site/remote) capacity for a dedicated account. This role focuses on reviewing and optimizing internal processes by analyzing incoming support tickets/cases, identifying patterns, inefficiencies, and opportunities for improvement. The analyst will drive process efficiencies, automation, and AI integrations while maintaining familiarity with Thrive's tools and workflows.
Primary Responsibilities
Qualifications
About Us
Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don't view their weekdays spent at 'a job' but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you're attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!
Position Overview
The Technical Process Analyst position is a hybrid (on-site/remote) capacity for a dedicated account. This role focuses on reviewing and optimizing internal processes by analyzing incoming support tickets/cases, identifying patterns, inefficiencies, and opportunities for improvement. The analyst will drive process efficiencies, automation, and AI integrations while maintaining familiarity with Thrive's tools and workflows.
Primary Responsibilities
- Review and analyze incoming tickets/cases to identify trends, recurring issues, and areas for improvement
- Conduct general quality assurance (QA) on processes to determine what can be done better
- Identify process gaps, bottlenecks, and inefficiencies
- Explore and recommend opportunities for automation, AI enhancements, and overall technical process efficiencies
- Update and maintain technical process documentation as needed
- Prepare and deliver monthly reports summarizing imrpovements, changes, and key findings for leadership review
- Collaborate with relevant teams to implement recommended changes
Qualifications
- 2+ years of experience in client-facing roles, preferably within IT service management or managed services
- Familiarity with MSP operations, ITIL processes, or service delivery frameworks
- Experience with documentation management, performance metrics analysis, service handoff processes, and issue identification in client environments
- Basic understanding of MSP operations, including service desk, network management, and cloud services
- Strong familiarity with Thrive's internal processes, tools, and workflows (internal candidates from Thrive strongly preferred)
- Proven experience in process analysis, improvement, or a related role (e.g., support, operations, or QA)
- Analytical mindset with the ability to identify patterns, trends, and opportunities from data/ticket volumes
- Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) is a plus
- Experience with automation tools, AI opportunities, or documentation updates is advantageous
Top Skills
AI
Automation Tools
Itil
Lean
Six Sigma
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