Role overview
CarGurus is hiring an IT Service Desk Analyst to join our IT Team. We are looking for a versatile, analytical, and enthusiastic Engineer who will work closely with business and IT teams in the U.S. and overseas. The ability to be creative and have the initiative to improve processes will be a major part of your success. Your audience will be wildly multifaceted from C level executives, to engineers, to our sales team. One’s ability to collaborate and work efficiently is central to the IT Team’s focus and success. You will be hybrid out of our office on 1001 Boylston Street in Boston, MA.
What you’ll do

• Serve as an escalation point for all complex problems, documenting their solutions in Confluence articles and tickets.
• Mentor less experienced team members to help them grow.
• Identify, investigate, and resolve a range of technical issues affecting business systems by exceeding target SLAs (Service Level Agreements).
• Call out high-impact incidents where appropriate and follow up to ensure resolution.
• Maintain high customer satisfaction (Internal) for our colleagues.
• Host ‘walk-in’ sessions in person and online.
• Drive continuous improvements by implementing perfective measures that provide value and enhance functional performance.
• Demonstrate flexibility to cope with changing demands based on business priority.
• Supervise technology trends and make recommendations on incorporating innovative technology into our existing platforms.
• Develop strong working relationships with key business members, IT project and development teams and relevant 3rd party vendors.
• Support of system deployments from business and liaising with 3rd party vendors where relevant.
• Ensure that emerging and ongoing requirements are accommodated by researching and reviewing new systems and applications.
• Developing tools to automate daily tasks to build efficiencies for the team.
• Manage user lifecycle processes including onboarding, offboarding, and access control, ensuring compliance with governance policies.
• Other duties as assigned. 
• Are you interested in this position?

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