Hirecrap · 6 hours 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. The IT Systems Analyst will enhance the technological experience for internal users, focusing on systems analysis, technical support, and user advocacy to optimize IT solutions for the organization.
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 workflows
Design and implement scalable IT training programs aimed at increasing system adoption and operational efficiency across departments
Create comprehensive user-facing documentation, including knowledge base articles, process guides, and training videos to facilitate 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, developing long-term solutions to prevent recurrence and improve system stability
Participate in service review processes, leading initiatives to improve system usability, reduce friction points, and elevate customer satisfaction
Engage in intake and discovery sessions to gather detailed business requirements for new features, system enhancements, or service offerings
Support the deployment of new IT solutions by contributing to change management strategies, 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 requirements
Provide tier 1 and tier 2 technical support for complex issues, diagnosing, documenting, and escalating problems as necessary
Analyze service management data through ITSM tools to identify automation opportunities and streamline processes
Coordinate with third-party vendors for system delivery, support, training, and infrastructure services, ensuring seamless integration and performance
Promote adherence to IT policies, standards, and best practices, providing guidance and support to users and stakeholders
Contribute actively to cross-functional IT projects, ensuring user perspectives and operational needs are incorporated into project planning and execution
Qualification
Required
Bachelor's degree in a computing-related discipline or equivalent professional experience
Minimum of five years of experience in IT systems analysis, technical support, vendor management, or service delivery within a structured IT environment, such as ITIL
Proven ability to translate complex technical challenges into business solutions
Experience designing and delivering IT training to diverse user groups
Demonstrated success in process improvement initiatives and service optimization projects
Familiarity with ITSM tools like ServiceNow, Jira, Zendesk, or Freshservice
Hands-on experience with Microsoft 365 ecosystem (Exchange Online, Teams, SharePoint, OneDrive), identity and access management tools (Microsoft Entra ID, Active Directory), device lifecycle management (Intune, Autopilot), network monitoring (Cisco, SolarWinds), and contact center solutions (Genesys, Five9, 8x8, Nice InContact)
Strong interpersonal and communication skills
Excellent documentation and reporting abilities
Preferred
Certifications such as ITIL v3 or v4
Microsoft 365 certifications
Benefits
Competitive health insurance plans
Dental and vision coverage
Retirement savings plan with employer contributions
Paid time off, including vacation, sick leave, and holidays
Ongoing training and development opportunities
Wellness programs
Employee assistance programs
Flexible work arrangements
Company
Hirecrap
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase