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About the Role
Infrastructure Analyst II opening for our client, supporting infrastructure operations, incident resolution, change management, patch coordination, and systems maintenance.
Responsibilities
- Coordinate patching requirements, schedules, and deployment plans with patch management and application teams.
- Resolve help desk escalations, technical incidents, and service requests using diagnostic and troubleshooting tools.
- Perform system maintenance, including patching, health checks, OS updates, change validation, and configuration management.
- Maintain documentation for change schedules, patch deployments, procedures, and operational standards.
- Facilitate technical discussions and communicate issues, risks, schedules, and status updates to technical teams and management.
- Research and escalate complex issues; participate in infrastructure projects and coach less experienced staff.
- Identify and document process improvements to increase operational efficiency.
- Follow ITSM, risk, regulatory, audit, security, and internal control standards.
- Perform scheduled evening responsibilities and other duties as assigned.
- Manage multiple priorities while maintaining strong customer service and communication.
- Use ITSM and change scheduling tools such as ServiceNow and Jira.
- Communicate technical issues, risks, schedules, and status updates effectively to technical teams and management.
- Provide guidance and coaching to less experienced staff.
- Facilitate coordination between technical teams and application stakeholders.
Requirements
- Minimum of 4 years of higher education and/or relevant work experience.
- Experience reading and interpreting technical information.
- Experience troubleshooting technical issues and communicating problems to management.
- Experience with ITSM and change scheduling tools such as ServiceNow or Jira.
- Strong written and verbal communication skills.
- Strong customer focus with the ability to manage multiple priorities.
- Detail-oriented with experience providing clear status updates.
Skills
- ITSM
- ServiceNow
- Jira
- Troubleshooting
- Patch Management
- System Maintenance
- Documentation
- Communication
- Customer Service
- Change Management
Location
- Buffalo, NY
Work Type
- 12 months
Experience Level
- Minimum of 4 years of higher education and/or relevant work experience
- 5+ years of higher education and/or relevant work experience
Education Level
- Bachelor's degree in a technology-related field
- Certifications or specialized training in related technologies
About the Company
- CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge.
- Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together.
- Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts.
- With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions.
- We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.
- Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society.
- Our culture is built by the people who work at CTG, the values we hold, and the actions we take.
- It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities.
- At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey.
- For more information, visit www.ctg.com.
Equal Opportunity
- CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
- CTG is an Equal Opportunity Employer.
- CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law.
- CTG is fully committed to promoting employment opportunities for members of protected classes.