Technical Process Analyst

Location: New York, NY (onsite 2-3x/week)

About Us
Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don't view their weekdays spent at 'a job' but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you're attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!

Position Overview
The Technical Process Analyst position is a hybrid (on-site/remote) capacity for a dedicated account. This role focuses on reviewing and optimizing internal processes by analyzing incoming support tickets/cases, identifying patterns, inefficiencies, and opportunities for improvement. The analyst will drive process efficiencies, automation, and AI integrations while maintaining familiarity with Thrive's tools and workflows.

Primary Responsibilities

• Review and analyze incoming tickets/cases to identify trends, recurring issues, and areas for improvement
• Conduct general quality assurance (QA) on processes to determine what can be done better 
• Identify process gaps, bottlenecks, and inefficiencies
• Explore and recommend opportunities for automation, AI enhancements, and overall technical process efficiencies 
• Update and maintain technical process documentation as needed 
• Prepare and deliver monthly reports summarizing imrpovements, changes, and key findings for leadership review 
• Collaborate with relevant teams to implement recommended changes 

Qualifications

• 2+ years of experience in client-facing roles, preferably within IT service management or managed services
• Familiarity with MSP operations, ITIL processes, or service delivery frameworks
• Experience with documentation management, performance metrics analysis, service handoff processes, and issue identification in client environments
• Basic understanding of MSP operations, including service desk, network management, and cloud services
• Strong familiarity with Thrive's internal processes, tools, and workflows (internal candidates from Thrive strongly preferred)
• Proven experience in process analysis, improvement, or a related role (e.g., support, operations, or QA)
• Analytical mindset with the ability to identify patterns, trends, and opportunities from data/ticket volumes
• Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) is a plus
• Experience with automation tools, AI opportunities, or documentation updates is advantageous