Center for Elders' Independence · 9 hours ago
IT Systems Analyst
Oakland, CA
Full-time
Hybrid
Senior Level
$94K/yr - $141K/yr
5+ years expCenter for Elders’ Independence is a PACE organization that provides integrated health care services to the elderly. The IT Systems Analyst will enhance user experience with technology by providing technical support, designing training programs, and collaborating with teams to improve IT solutions and service quality.
Health CareHospital
Responsibilities
Partner with end-users and business teams, to understand and identify pain points, and translate them into technical or process improvements
Design and deliver scalable IT training programs that support system adoption and improve operational efficiency
Develop user-facing documentation such as knowledge base articles, process guides, and training videos to drive self-service and knowledge retention
Monitor service desk trends, system performance data, and usage analytics to identify recurring issues and areas for optimization
Conduct root cause analysis for technical issues and recommend long-term resolutions
Contribute to service review processes and lead initiatives to enhance system usability, reduce friction points, and elevate customer satisfaction
Participate in intake and discovery sessions to capture business requirements for new features, enhancements, and service offerings
Support the rollout of new IT solutions by contributing to change management, training materials, and communication plans
Assist in user acceptance testing (UAT) and validation of new or updated systems and tools to ensure functional alignment
Serve as tier 1 and 2 technical support for complex technical issues; diagnose, document, and triage them appropriately
Track and analyze service management data (via ITSM tools) to identify opportunities for automation or process streamlining
Engage with third-party providers for system delivery, support, training, and infrastructure services as needed
Promote adherence to IT policies, standards, and best practices; provide guidance to users and stakeholders
Actively contribute to cross-functional IT projects, ensuring the user perspective and operational requirements are represented
Qualification
Required
Bachelor's degree in a computing-related discipline, or equivalent experience
5+ years of experience in IT systems analysis, technical support, vendor management, or service delivery within a structured IT environment (e.g., ITIL framework)
Proven ability to translate technical challenges into business-relevant insights and solutions
Strong experience designing and delivering IT training to diverse user groups
Demonstrated 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 ecosystem (Exchange Online, Teams, SharePoint, OneDrive)
Hands-on experience with Identity & access management (Microsoft Entra ID, Active Directory)
Hands-on experience with Device lifecycle and endpoint management tools (e.g., Intune, Autopilot)
Hands-on experience with Network monitoring and troubleshooting (e.g., Cisco, SolarWinds)
Hands-on experience with Contact Center solutions (e.g., Genesys, Five9, 8x8, Nice InContact)
Strong interpersonal and communication skills—able to engage both technical and non-technical stakeholders
Excellent documentation, knowledge management, and reporting capabilities
Preferred
ITIL certification (v3 or v4) strongly preferred
Microsoft 365 or similar technical certifications are a plus
Company
Center for Elders' Independence
Center for Elders’ Independence PACE offers comprehensive community-based medical and social care all in one bundle.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Ericka Holmon
Sr. Executive Administrator to CEO
Maria E. Zamora, MBA
Chief Executive Officer
Recent News
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