LTG - Systems Analyst I, IT Special Operations

About the job

We are Lennar
Lennar is one of the nation’s leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live in, and fostering a culture of opportunity and growth for our Associates throughout their career. Lennar has been recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States.

• Join a Company that Empowers you to Build your Future
• A career with purpose.
• A career built on making dreams come true.
• A career built on building zero defect homes, cost management, and adherence to schedules.

Overview
The Systems Analyst I on the IT Special Operations team provides Tier 3 technical support for all Lennar Associates. Working alongside the Service Desk, Onsite IT, and engineering, this cross-domain role keeps Associates productive by resolving complex issues and taking on repeatable operational work from engineering, giving engineers more capacity to focus on design and architecture. The role also turns recurring problems into automation and better documentation. It is built for experienced support professionals who already demonstrate strong troubleshooting and cross-team escalation skills.

• Principal Duties and Responsibilities:
• Serve as the Tier 3 escalation point, partnering with the Service Desk and Onsite IT to resolve complex, systems-down, and cross-functional issues across network, identity, and telecom.
• Triage escalated issues to assess severity and business impact, distinguishing a minor fix from a major incident, and initiate a formal Network Operations Center (NOC) outage and bridge when warranted.
• Absorb repeatable, high-skill operational work from engineering teams across End User Computing (EUC), mobility, endpoint, and identity and access management (IAM), freeing engineers to focus on design and architecture. Examples include:
• Telecom phone configuration
• Meraki switch and access-point deployments
• Passkey/FIDO group changes
• Office 365 administrative management
• Mobility port-outs and troubleshooting
• Remote network device reboots
• Identify and document opportunities for automation and AI across support and partner with engineering and automation owners to turn documented processes into workflows, automations, and ServiceNow improvements. Test and validate delivered automations before they are handed down to the Service Desk and Onsite IT.
• Join new initiatives and rollouts early, as directed by management, to gain access, build process, and document the handoffs that flow back to Onsite IT and the Service Desk.
• Gather and analyze support data across Sites & Services, the Service Desk, and Onsite IT to identify trends, turning recurring issues into documentation, automation requests, or fixes pushed back to lower tiers, and share insights and process improvement recommendations with leadership.
• Author, update, and maintain knowledge base content that gives Associates self-service options and gives support teams clear guidance, reducing repeat issues and escalations to engineering.
• Maintain accurate, reproducible ServiceNow tickets and meet defined SLAs, following change management, control, and peer review processes for platform and automation changes.
• Build effective working relationships with key stakeholders across the Service Desk, Onsite IT, and engineering.
• Share knowledge with the Service Desk and Onsite IT through documentation and handoffs, and hand matured processes and access down as they stabilize, keeping the team focused on genuinely complex work.
• Perform other duties as assigned.

• Qualifications:
• Required
• Minimum 5 years of IT support experience, with a proven background in desktop, onsite, or service desk support, including complex troubleshooting and cross-team escalation.
• Bachelor's degree or relevant certification.
• Demonstrated ability to troubleshoot unfamiliar problems independently, using documentation, peers, and engineering escalation when needed.
• Demonstrated working depth in at least one support or infrastructure area (networking, identity, telecom, endpoint, or mobility), with the willingness and range to pick up new areas quickly.
• Cross-domain familiarity across networking, identity, and telecom.
• Proficiency with ServiceNow (incident and request handling, workflows, SLAs, knowledge base).
• Ability to write clear, reusable documentation independently, and to define the options, risks, and impact of changes.
• Good communication, collaboration, and problem-solving skills; works closely with the Service Desk, Onsite IT, and engineering.
• Comfortable with elevated system and platform access and the responsibility that comes with it, operating within change management and peer review.
• Preferred
• Familiarity with the platforms this role supports, including:
• Cloud-managed networking platforms (such as Meraki) for switching, wireless, and network provisioning
• Identity and productivity administration (such as Microsoft 365 and Entra), including passkey/FIDO and administrative management
• Mobile device and carrier line management platforms (MDM)
• Automation and workflow tooling (such as GitHub and Power Automate), with enough understanding to request and test automations
• Comfort using AI tools (for example Claude, Now Assist) to draft documentation, triage, and speed up analysis.
• Exposure to ServiceNow configuration.
• Additional IT certifications (for example CompTIA Network+, Cisco CCNA, Microsoft identity/endpoint, or ServiceNow).

• Work Environment:
• This is a remote position, with a preference for candidates located in or near our hubs in Irvine, Miami, or Dallas. Occasional travel may be required for surge support or project embeds but is not expected on a regular basis.
• Occasional after-hours support may be required for major incidents or planned maintenance windows.

• What Success Looks Like in the First 12 Months:
• Escalation performance: Resolves Tier 3 tickets within defined SLAs, with accurate, reproducible documentation that others can follow.
• Work absorbed: Takes on defined operational work types from engineering and hands matured processes down to the Service Desk and Onsite IT as they stabilize.
• Documentation and automation output: Publishes knowledge base articles and documents automation candidates for handoff to engineering and automation owners.

• This information is intended to be a general overview and may be modified by the company due to factors affecting the business.

• General Overview of Compensation & Benefits:
• This position may be eligible for bonuses.
• This position may be eligible for commissions.
• This position will be eligible for the described benefits listed in the above section in accordance with Company Policy.
• This information is intended to be a general overview and may be modified by the Company due to factors affecting the business.

Life at Lennar

At Lennar, we are committed to fostering a supportive and enriching environment for our Associates, offering a comprehensive array of benefits designed to enhance their well-being and professional growth. Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of. Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments. To further support our Associates, we provide an Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations. From the moment of hire, they can enjoy up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies. Additionally, we offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone’s Included Day. At Lennar, we believe in investing in our Associates, empowering them to thrive both personally and professionally. Lennar Associates will have access to these benefits as outlined by Lennar’s policies and applicable plan terms. Visit Lennartotalrewards.com to view our suite of benefits.

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Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.