FetchJobs.co · 14 hours ago
IT Analyst
United States
Full-time
Remote
Senior Level
5+ years expThe Center for Elders' Independence is a distinguished organization dedicated to providing comprehensive care for the elderly. The IT Systems Analyst plays a pivotal role in enhancing the technological experience for internal users, serving as a liaison between end-users and the IT department to ensure effective and user-friendly IT solutions.
Information Technology & Services
Responsibilities
Partner with end-users and business teams to understand pain points and translate them into technical or process improvements that enhance system usability and operational efficiency
Design and deliver scalable IT training programs to support system adoption, ensuring staff are equipped with the knowledge to utilize new and existing technologies effectively
Create user-facing documentation, including knowledge base articles, process guides, and training videos, to facilitate self-service and knowledge retention among staff
Monitor service desk trends, system performance metrics, and usage analytics to identify recurring issues and opportunities for system optimization
Conduct root cause analysis for technical issues, recommending and implementing long-term solutions to prevent recurrence
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 to ensure alignment with organizational goals
Support the rollout 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 expectations
Provide tier 1 and tier 2 technical support for complex issues, diagnosing, documenting, and triaging problems efficiently
Analyze service management data through ITSM tools to identify automation opportunities and streamline workflows
Coordinate with third-party vendors for system support, training, and infrastructure services as needed
Promote adherence to IT policies, standards, and best practices, providing guidance and support to staff and stakeholders
Contribute to cross-functional IT projects, ensuring user perspectives and operational requirements are incorporated into project planning and execution
Qualification
Required
Candidates should possess a 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 such as those following ITIL frameworks is required
Demonstrated ability to translate complex technical challenges into clear, actionable insights for non-technical stakeholders is essential
Experience designing and delivering IT training programs tailored to diverse user groups is highly valued, alongside a proven track record of process improvement and service optimization initiatives
Familiarity with ITSM tools such as ServiceNow, Jira, Zendesk, or Freshservice is necessary
Hands-on experience with Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), identity and access management (Microsoft Entra ID, Active Directory), device management tools (Intune, Autopilot), network troubleshooting (Cisco, SolarWinds), and contact center solutions (Genesys, Five9, 8x8, Nice InContact) is required
Strong interpersonal and communication skills are vital for engaging both technical and non-technical stakeholders effectively
Preferred
Additional certifications such as ITIL v3 or v4 and Microsoft 365 certifications are preferred and will strengthen candidacy
Benefits
Health insurance coverage (medical, dental, vision)
Retirement plan options
Paid time off
Professional development opportunities
Company
FetchJobs.co
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase