Hirecrap · 8 hours ago
IT System Analyst
United States
Full-time
Remote
Senior Level
$94K/yr - $141K/yr
5+ years expThe Center for Elders' Independence is a distinguished organization dedicated to providing comprehensive, high-quality healthcare services to the elderly. The IT Systems Analyst will enhance the technological experience for internal users, focusing on systems analysis, user advocacy, and service improvement to ensure effective IT solutions aligned with organizational needs.
Information Technology & Services
Responsibilities
Collaborate with end-users and business teams to identify pain points, translate needs into technical or process improvements, and enhance user experience
Design and deliver scalable IT training programs to promote system adoption and operational efficiency
Create 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 metrics, and usage analytics to detect recurring issues and identify opportunities for optimization
Conduct root cause analysis for technical problems and recommend sustainable, long-term solutions
Participate in service review processes, leading initiatives to improve system usability, reduce friction points, and elevate customer satisfaction levels
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 by contributing to change management strategies, training materials, and communication plans
Assist in user acceptance testing (UAT) to validate new or updated systems, ensuring they meet functional and operational expectations
Provide tier 1 and tier 2 technical support, diagnosing, documenting, and triaging complex issues effectively
Track and 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 as required
Promote adherence to IT policies, standards, and best practices, offering guidance to users and stakeholders
Participate actively in cross-functional IT projects, representing the user perspective and operational needs to ensure project success
Qualification
Required
Bachelor's degree in a computing-related discipline or equivalent professional experience
At least 5 years of experience in IT systems analysis, technical support, vendor management, or service delivery within a structured IT environment, preferably aligned with ITIL frameworks
Proven ability to translate complex technical challenges into clear, business-relevant insights and solutions
Experience designing and delivering effective IT training programs tailored to diverse user groups
Demonstrated success in process improvement initiatives, service optimization, and stakeholder engagement
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), endpoint 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 capabilities
Preferred
ITIL certification (v3 or v4) is highly preferred; Microsoft certifications are a plus
Benefits
Competitive health insurance plans
Dental and vision coverage
A retirement savings plan with employer matching contributions
Paid time off
Holidays
Flexible work arrangements
Ongoing training and development opportunities
Company
Hirecrap
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase