Hirecrap · 8 hours ago
IT Systems Analyst
United States
Full-time
Remote
Senior Level
5+ years expCenter for Elders' Independence is a distinguished organization dedicated to providing comprehensive healthcare services to the elderly. The IT Systems Analyst role is responsible for enhancing the technology experience across the organization, focusing on systems analysis, technical support, and user advocacy to improve operational efficiency and service delivery.
Information Technology & Services
Responsibilities
Collaborate with end-users and business teams to identify pain points and translate them into technical or process improvements that enhance operational efficiency
Design, develop, and deliver scalable IT training programs to facilitate system adoption and maximize usage
Create 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 metrics, and usage analytics to detect recurring issues and opportunities for optimization
Conduct root cause analysis for technical issues and propose sustainable, long-term solutions
Participate in service review processes and lead initiatives aimed at improving system usability, reducing friction points, and elevating customer satisfaction
Engage in requirements gathering sessions for new features, system enhancements, and service offerings, ensuring alignment with organizational goals
Support the deployment of new IT solutions through change management processes, including developing training materials and communication plans
Assist in user acceptance testing (UAT) and validation activities to ensure new or updated systems meet functional requirements
Provide tier 1 and tier 2 technical support, diagnosing, documenting, and triaging complex technical issues efficiently
Analyze service management data via ITSM tools to identify automation opportunities and streamline processes
Coordinate with third-party vendors for system support, training, and infrastructure services, ensuring seamless integration and performance
Ensure adherence to IT policies, standards, and best practices, providing guidance and support to users and stakeholders
Contribute actively to cross-functional IT projects, representing the user perspective and operational needs to ensure successful outcomes
Qualification
Required
A bachelor's degree in a computing-related discipline or equivalent professional experience
Minimum of 5 years of experience in IT systems analysis, technical support, vendor management, or service delivery within a structured IT environment, preferably following frameworks such as ITIL
Proven ability to translate complex technical challenges into clear, business-relevant solutions
Experience designing and delivering IT training tailored to diverse user groups
Successful track record in process improvement initiatives or service optimization projects
Familiarity with ITSM tools such as ServiceNow, Jira, Zendesk, or Freshservice
Hands-on experience with Microsoft 365 ecosystem (Exchange Online, Teams, SharePoint, OneDrive), identity and access management (Microsoft Entra ID, Active Directory), device lifecycle management tools (Intune, Autopilot), network monitoring (Cisco, SolarWinds), and contact center solutions (Genesys, Five9, 8x8, Nice InContact)
Strong interpersonal and communication skills capable of engaging both technical and non-technical stakeholders effectively
Excellent documentation, knowledge management, and reporting skills
Preferred
ITIL certification (v3 or v4) is highly preferred; additional Microsoft 365 or similar certifications are a plus
Benefits
Competitive health insurance plans
Dental and vision coverage
Retirement savings plan with company contributions
Flexible work arrangements
Paid time off policies
Ongoing training and development opportunities
Collaborative and inclusive work environment
Mental health initiatives
Wellness programs
Company
Hirecrap
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase