Hirecrap · 1 day ago
IT Systems Analyst
United States
Full-time
Remote
Senior Level
5+ years expThe Center for Elders' Independence is a distinguished organization dedicated to providing comprehensive healthcare services to the elderly population. The IT Systems Analyst plays a crucial role in shaping the technology experience for internal users by combining systems analysis, technical support, and service improvement initiatives to enhance the organization’s technological infrastructure and user experience.
Information Technology & Services
Responsibilities
Partner with end-users and business teams to understand pain points and translate them into technical or process improvements
Design and deliver scalable IT training programs that facilitate system adoption and operational efficiency
Develop user-facing documentation, including knowledge base articles, process guides, and training videos, to promote self-service and knowledge retention
Monitor service desk trends, system performance data, and usage analytics to identify recurring issues and opportunities for optimization
Conduct root cause analysis for technical issues and recommend sustainable solutions
Contribute to service review processes and lead initiatives aimed at enhancing system usability, reducing friction points, and improving customer satisfaction
Participate in requirements gathering sessions for new features, system enhancements, and service offerings
Support the rollout of new IT solutions through change management activities, training materials, and communication plans
Assist in user acceptance testing (UAT) and validation of new or upgraded systems to ensure alignment with organizational needs
Serve as tier 1 and tier 2 technical support, diagnosing, documenting, and triaging complex technical issues
Analyze service management data to identify automation opportunities and streamline processes
Engage with third-party vendors for system support, training, and infrastructure services as needed
Promote adherence to IT policies, standards, and best practices while providing guidance to users and stakeholders
Participate actively in cross-functional IT projects, ensuring user perspectives and operational requirements are incorporated into project planning and execution
Qualification
Required
Bachelor's degree in a computing-related discipline or equivalent professional experience
A minimum of five years of experience in IT systems analysis, technical support, vendor management, or service delivery within structured IT environments (preferably following ITIL frameworks)
Proven ability to translate complex technical challenges into business-relevant insights and solutions
Experience designing and delivering IT training to diverse user groups
Success in process improvement initiatives
Hands-on experience with Microsoft 365 ecosystem (Exchange Online, Teams, SharePoint, OneDrive)
Hands-on experience with identity and access management (Microsoft Entra ID, Active Directory)
Hands-on experience with device lifecycle management tools (Intune, Autopilot)
Hands-on experience with network monitoring (Cisco, SolarWinds)
Hands-on experience with contact center solutions (Genesys, Five9, 8x8, Nice InContact)
Preferred
Familiarity with ITSM tools such as ServiceNow, Jira, Zendesk, or Freshservice
Strong interpersonal and communication skills
Excellent documentation and reporting capabilities
Relevant certifications such as ITIL v3 or v4, Microsoft 365 certifications
Benefits
Competitive health insurance plans
Dental and vision coverage
Retirement savings options
Paid time off
Professional development opportunities
Company
Hirecrap
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase