Information Systems Analyst

Team: Information Technology

Location: US-MA-Natick

Salary Range: USD 112,800 - 75,200

Job Summary

MathWorks has a hybrid work model that enables staff members to split their time between office and home. The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations. Learn More: https://www.mathworks.com/company/jobs/resources/applying-and-interviewing.html#onboarding.

We are seeking an Information Systems Analyst to join our Collaboration Platform team. In this role, you will help support the applications employees use to communicate, collaborate, and get work done, including Microsoft 365 Applications, Copilot, Miro, and SurveyMonkey.You will provide day-to-day user support, manage service requests and tickets, troubleshoot issues, and perform routine operational tasks. You will also help document solutions, identify recurring problems, test product updates, and support the rollout of new features.This is a great opportunity for someone who enjoys technology, solving problems, and helping others. The ideal candidate is curious, self-motivated, and comfortable communicating with both technical and nontechnical colleagues. You do not need to be an expert in every platform, but you should be eager to learn and build your technical skills.

MathWorks nurtures growth, appreciates inclusivity, encourages initiative, values teamwork, shares success, and rewards excellence.

Responsibilities

• Provide user support for Microsoft 365, SharePoint Online, Miro, SurveyMonkey, and other collaboration tools.

• Triage, troubleshoot, and resolve incidents and service requests.

• Assist users with access, permissions, product features, and common technical issues.

• Perform routine system administration and operational support activities.

• Document solutions, procedures, and knowledge articles.

• Communicate clearly with users about ticket status, next steps, and resolutions.

• Identify recurring issues and opportunities to improve support processes.

• Escalate complex issues and collaborate with senior team members, vendors, and other IT teams.

• Assist with product testing, updates, new feature releases, and user adoption activities.

Minimum Qualifications

• A bachelor's degree is required.

Additional Qualifications

• Familiarity with Microsoft 365 applications and collaboration technologies.

• Experience providing customer service, technical support, or troubleshooting assistance.

• Strong written and verbal communication skills, including the ability to explain technical information to nontechnical users.

• Strong problem-solving, organizational, and time-management skills.

• Ability to manage multiple requests, follow established procedures, and meet service expectations.

• Ability to work independently and collaboratively within a team.

• Self-motivated with a demonstrated interest in learning new technologies and developing technical skills.