Great Day Improvements - IT Systems Analyst I
In the 13 years since its founding, Great Day Improvements, LLC has grown rapidly toward its vision of becoming one of the largest home improvement companies in the U.S. Headquartered in Twinsburg, Ohio, Great Day Improvements is a $1.5 billion, vertically integrated, direct to consumer provider of premium home improvement products.
The company’s family of brands includes Patio Enclosures®, Champion Windows and Home Exteriors®, Universal Windows Direct®, Apex Energy Solutions®, Stanek Windows®, LeafGuard®, Englert®, and The Bath Authority.
With an expanding workforce of more than 4,800 employees across 130 metropolitan markets throughout the US, Great Day Improvements ranks among the top home improvement companies nationwide and one of the fastest growing private companies in America.
Summary
The IT Systems Analyst I supports the stability, efficiency, and continuous improvement of enterprise IT systems with a primary focus on configuring and maintaining the Freshservice ITSM platform. This role uses low-code, UI-based tools to build, troubleshoot, and enhance workflows, automations, and service catalog items that support operational and business needs.
In addition to ITSM configuration responsibilities, the IT Systems Analyst I serves as a Tier I and Tier II escalation resource for the Service Desk, resolving complex technical issues across Microsoft 365, Azure AD, identity and access management, endpoint systems, and other supported applications. The role also assists with Tier I and Tier II tickets to support service continuity.
The IT Systems Analyst I works closely with IT and business stakeholders to translate requirements into effective system configurations, documents processes and solutions, contributes to knowledge management, and follows established incident, change, and escalation procedures. Success in this role is measured by system reliability, quality of configurations, effective resolution of escalations, and ongoing operational improvements.
ITSM Configuration and Administration
- Configure and maintain the Freshservice ITSM platform using low-code, UI-based workflows, automations, and service catalog tools to support operational and business needs.
- Configure, enhance, and support ITSM components including workflows, automations, forms, service catalogs, SLAs, notifications, and approval flows.
- Troubleshoot ITSM configuration issues, workflow failures, automation errors, and integration problems.
- Partner with IT and business stakeholders to translate operational requirements into ITSM configurations and enhancements.
- Maintain accurate documentation for ITSM configurations, workflows, and operational processes.
- Support continuous improvement of ITSM processes with a focus on efficiency, usability, and data accuracy.
Service Desk Tier II and Tier III Support
- Serve as an escalation point for Tier II and Tier III incidents and service requests across IT systems.
- Troubleshoot complex issues related to Microsoft 365, Azure AD, identity and access management, endpoint systems, and line-of-business applications.
- Perform root cause analysis for recurring incidents and recommend corrective actions.
- Assist Tier I service desk staff during high-volume periods or when additional expertise is required.
- Support and configure endpoint devices, user access, and standard IT tools.
- Ensure timely resolution of tickets in alignment with SLAs and operational priorities.
- Provide technical mentoring and knowledge‑sharing to Tier 1 and Tier II team members.
Systems Troubleshooting and Support
- Diagnose and resolve issues across cloud-based and hybrid IT environments, including Azure, Microsoft 365, identity platforms, and endpoint environments.
- Support user access provisioning, MFA issues, SSO troubleshooting, and permission management.
- Coordinate with vendors and internal teams to resolve system issues and service disruptions.
- Participate in incident response activities, problem management, and post-incident reviews.
Process, Documentation, and Collaboration
- Document technical solutions, troubleshooting steps, system configurations, and standard operating procedures.
- Contribute to and maintain knowledge base articles to reduce repeat incidents and improve self-service.
- Follow established change management, incident, and escalation procedures.
- Collaborate with infrastructure, security, and application teams on system improvements and issue resolution.
Required Qualifications
- 2-4 years of experience in IT support, systems analysis, or service desk roles.
- Hands-on experience configuring or administering an ITSM platform (Freshservice, ServiceNow, Jira Service Management, or similar).
- Experience providing Tier II and Tier III technical support in an enterprise environment.
- Working knowledge of Microsoft technologies, including Microsoft 365 and Azure AD.
- Strong troubleshooting and analytical skills with the ability to identify root causes.
- Ability to document technical processes and configurations clearly and accurately.
- Strong communication skills and the ability to work effectively with both technical and non-technical stakeholders.
Preferred Qualifications
- Direct experience administering Freshservice, including workflow automations and integrations.
- Familiarity with ITIL concepts such as Incident, Problem, Change, and Request Management.
- Experience with identity and access management, MFA, and SSO troubleshooting.
- Exposure to endpoint management tools such as Intune, RMM platforms, or similar solutions.
- Basic understanding of APIs, low-code automation, or SaaS integrations.
- Experience supporting cloud-first or hybrid IT environments.
Competencies
ITSM Systems Thinking
- Understands how incidents, requests, changes, and problems flow through an ITSM platform.
- Translates operational needs into effective, maintainable ITSM configurations.
- Avoids over-engineering solutions and prioritizes clarity, usability, and standardization.
Low-Code Configuration and Troubleshooting
- Comfortable configuring low-code, UI-based workflows, automations, and service catalogs.
- Troubleshoots configuration logic, automation failures, and integration errors methodically.
- Tests changes before deployment and validates expected outcomes.
Technical Troubleshooting
- Systematically diagnoses and resolves Tier II and Tier III issues across Microsoft 365, Azure AD, identity, endpoint, and SaaS systems.
- Identifies root causes rather than repeatedly addressing symptoms.
- Knows when to escalate issues appropriately and provides clear context when doing so.
Service Desk Operational Excellence
- Maintains a strong customer service mindset while handling complex technical issues.
- Balances ticket volume, escalation work, and configuration tasks effectively.
- Supports Tier I analysts through guidance, knowledge sharing, and hands-on assistance when needed.
Process Discipline and Documentation
- Follows established processes for incident, change, and problem management.
- Creates and maintains clear documentation, SOPs, and knowledge articles.
- Contributes to repeatable, process-dependent operations rather than person-dependent solutions.
Collaboration and Communication
- Communicates technical information clearly to non-technical audiences.
- Works effectively with cross-functional teams including infrastructure, security, and applications.
- Receives feedback constructively and adapts configurations or approaches as needed.
Continuous Improvement Mindset
- Looks for opportunities to reduce manual effort and recurring issues through configuration improvements.
- Learns ITSM and platform capabilities proactively.
- Applies lessons learned from incidents and escalations to improve systems and processes.
Success Measures
ITSM Configuration and Stability
- Freshservice workflows, automations, and service catalog items function as designed with minimal configuration-related incidents.
- ITSM changes are implemented accurately and require limited rework after deployment.
- Enhancements are delivered on time and align with documented requirements.
Service Desk Escalation Effectiveness
- Tier I and Tier II escalations are resolved within defined SLAs.
- Repeat incidents caused by configuration or system issues decrease over time.
- Clear root cause analysis is documented for recurring or high-impact issues.
Ticket Quality and Operational Discipline
- Tickets include accurate categorization, prioritization, documentation, and resolution notes.
- Escalated tickets are updated regularly with clear status and next steps.
- Reopen rates for resolved tickets remain low.
Knowledge and Documentation
- Troubleshooting steps, configurations, and procedures are documented and kept current.
- Knowledge articles are created or improved based on recurring incidents and escalations.
- Tier I analysts demonstrate improved resolution rates due to better documentation and guidance.
Collaboration and Reliability
- Works effectively with infrastructure, security, and application teams to resolve issues.
- Communicates clearly during incidents, changes, and escalations.
- Follows change, incident, and escalation processes consistently.
Continuous Improvement
- Identifies and implements configuration improvements that reduce manual effort or recurring issues.
- Uses data from Freshservice to recommend operational or process improvements.
- Demonstrates steady growth in system knowledge and ITSM capability.
GDI is an Equal Employment Opportunity Employer
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