Hirecrap · 7 hours ago
IT system Analyst
United States
Full-time
Remote
Senior Level
5+ years expThe Center for Elders' Independence is a distinguished organization committed to providing comprehensive healthcare services to the elderly. The IT Systems Analyst plays a pivotal role in enhancing the technological experience for internal users by combining systems analysis, technical support, and user advocacy to improve IT solutions and overall service quality.
Information Technology & Services
Responsibilities
Partner with end-users and business teams to understand pain points, translating them into technical or process improvements that enhance operational efficiency
Design and deliver scalable IT training programs that facilitate system adoption and improve user productivity
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 data, and usage analytics to identify recurring issues and opportunities for optimization
Conduct root cause analysis for technical issues, recommending and implementing long-term solutions
Contribute to service review processes and lead initiatives aimed at improving system usability, reducing friction points, and increasing customer satisfaction
Participate in requirements gathering sessions for new features, enhancements, and service offerings, ensuring alignment with organizational needs
Support the rollout of new IT solutions by assisting with change management, developing training materials, and executing communication plans
Assist in user acceptance testing (UAT) and validation of new or updated systems to ensure they meet functional and operational expectations
Provide tier 1 and tier 2 technical support for complex issues, diagnosing, documenting, and triaging problems effectively
Track and analyze service management data using ITSM tools to identify opportunities for automation and process streamlining
Engage with third-party vendors for system support, training, and infrastructure services as needed
Promote adherence to IT policies, standards, and best practices, offering guidance and support to users and stakeholders
Actively participate in cross-functional IT projects, ensuring that user perspectives and operational requirements are incorporated into solutions
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 frameworks such as ITIL
Proven ability to translate complex technical challenges into clear, business-relevant solutions
Experience designing and delivering effective IT training programs tailored to diverse user groups
Success 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 applications (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 for engaging both technical and non-technical stakeholders
Preferred
Certifications such as ITIL v3 or v4 and Microsoft 365 or similar technical certifications
Benefits
Health insurance options (medical, dental, vision)
Retirement plans
Paid time off
Professional development opportunities
Wellness programs
Employee assistance programs
Resources that promote work-life balance
Company
Hirecrap
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase