Company Overview: Req ID: 320695 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Business Analysis Senior Specialist to join our team in Waltham, Massachusetts (US-MA), United States (US). **NTT DATA's Client** is seeking a highly skilled and motivated IT Project Coordinator / IT Business Analyst to join their team. The ideal candidate will have a strong focus on laboratory systems, AV equipment, and Atlassian Jira tickets. **Responsibilities** Reporting to the Regional Technical Support Manager as a Senior Technical Support Analyst, you will: + Evaluate and provide technical support for Atlassians through our support channels (Email, Slack, Jira, and in-person) with a focus on support of macOS / Apple hardware, AV, and SaaS-based applications. + Manage relationships with internal Workplace tech teams, vendors, and technicians, serving as an internal escalation point for troubleshooting and system repairs. + Coordinate with integrators and vendors for builds, refreshes, and maintenance. + Help plan and manage the AV component of major shows and events using Zoom Webinars and related technologies, both on-site and off-site, sometimes working with external production crews. + Work with a globally distributed team, sharing knowledge and mentoring junior members through both process and technical expertise. + Work effectively within a team and autonomously as required, to meet deadlines. + Create, maintain, and share documentation in Atlassian's IT Knowledge Base and the team's internal Knowledge Base. + Provide lifecycle management of devices including hardware delivery and collections (Onboarding/offboarding employees), hardware sanitization, and preparation for redeployment in office. **Qualifications** On your first day, we'll expect you to have: + Overall, 6 years of experience in a corporate IT organization, specifically in an Internal/Customer-facing Technical Support role with exposure to office support and supporting customers face-to-face (including End user, macOS, AV support, collaboration, and ticketing tools). + Epic customer service skills and problem-solving skills. + Highly developed communication, interpersonal, and administrative skills. + Demonstrated skills in supporting and troubleshooting macOS, Windows laptops both in-person and remotely. + Solid experience in supporting office infrastructure including networking infrastructure, conference and meeting room hardware, event spaces, and printers. + The ability to act as a technology leader and subject matter expert on Workplace End user support services. + 3+ years of experience in Mobile Device Management systems such as Jamf & Omnissa Workspace ONE. + 3+ years of experience in support and administration of SaaS applications such as Google Workspace, Okta, Jira, Confluence, Slack, and Zoom. + 3+ years of solid AV experience in a corporate IT organization, specifically in Corporate AV Engineering (including conference rooms, background music, digital signage, studios, and town hall spaces). + Expert-level understanding of video conferencing technologies, including Zoom, Zoom Rooms, Neat video conferencing hardware, training rooms, town hall spaces, QSYS, and other audio/visual solutions. + A strong passion for workplace collaboration tools and services. + Experience with IT/AV office builds, maintenance, and refreshes. + Experience with SSO/Okta implementations for SaaS applications. + Demonstrable understanding of ITIL Framework and Service Management, previous experience in using Enterprise level ITSM Tools such as Jira Service Management, ServiceNow. + Skills in translating complex problems or solutions into simple language for any audience. + A self-starter who can work independently and is comfortable in a distributed team environment. + An enthusiastic, technically proficient engineer with a thirst for knowledge and innovation. + 2+ years of Inventory and Vendor Management experience. + Relevant certifications or trainings (such as ACSP, MCSE/A, ITIL, CCNA, Google IT Support, gSuite, VM Workspace, etc.). + Relevant AV certifications (such as CTS, Dante, QSYS, etc.) are a significant plus. About NTT DATA: NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. 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