IT System Analyst
5+ years
United States
Full-time
Remote
1 month ago
About the role
About The Company
The Center for Elders' Independence is a distinguished organization dedicated to providing comprehensive, high-quality care for the elderly through its Program of All-Inclusive Care for the Elderly (PACE). Our organization employs an interdisciplinary team approach to care planning and implementation, ensuring that each participant receives personalized, integrated health services that promote autonomy and enhance quality of life. Our facilities include Adult Day Health Centers and primary care clinics designed to support elderly individuals in maintaining their independence and living in their communities. As a capitation-based healthcare provider, we are committed to delivering affordable, coordinated, and patient-centered services that meet the unique needs of our participants. With a focus on innovation and excellence, the Center for Elders' Independence continues to grow, offering stability and opportunities for career development in a thriving environment.
About The Role
The IT Systems Analyst at the Center for Elders' Independence plays a pivotal role in enhancing the technological experience for internal users across the organization. This hybrid position combines systems analysis, technical support, user advocacy, and service improvement to ensure that IT solutions are effective, user-friendly, and aligned with organizational goals. The analyst will collaborate closely with end-users, IT teams, and business stakeholders to understand operational challenges, design and deliver training programs, and optimize system performance. This role requires a proactive problem-solver with strong analytical skills, excellent communication abilities, and a customer-focused mindset. The successful candidate will support the deployment of new systems, troubleshoot complex technical issues, and contribute to continuous service enhancements, ultimately empowering staff to deliver better care through efficient technology use.
Qualifications
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 a structured IT environment—preferably following ITIL frameworks—is required. Proven ability to translate complex technical challenges into practical, business-relevant solutions is essential. Candidates must have experience designing and delivering IT training to diverse user groups and a track record of successful process improvement initiatives. Familiarity with ITSM tools such as ServiceNow, Jira, Zendesk, or Freshservice is necessary. Hands-on experience with Microsoft 365 ecosystem components, identity and access management, device lifecycle management, network troubleshooting, and contact center solutions is highly desirable. Strong interpersonal and communication skills are essential to engage both technical and non-technical stakeholders effectively. Certifications such as ITIL v3 or v4, along with Microsoft 365 or similar technical certifications, are considered advantageous.
Responsibilities
Benefits
The Center for Elders' Independence offers a comprehensive benefits package designed to support our employees’ well-being and professional growth. Benefits include competitive health insurance plans, dental and vision coverage, retirement savings options, paid time off, and professional development opportunities. We foster a collaborative and inclusive work environment that values innovation, integrity, and a commitment to excellence. Employees are encouraged to participate in ongoing training and certification programs to enhance their skills and career trajectory. Additionally, we promote work-life balance through flexible scheduling and support programs, ensuring our team members are motivated, engaged, and empowered to deliver exceptional care and support to our participants.
Equal Opportunity
The Center for Elders' Independence is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, or any other protected characteristic. We believe that a diverse workforce enhances our ability to serve our community effectively and creates a positive, innovative environment where all employees can thrive. We encourage applications from individuals of all backgrounds and experiences who are passionate about making a difference in the lives of the elderly and their families.
The Center for Elders' Independence is a distinguished organization dedicated to providing comprehensive, high-quality care for the elderly through its Program of All-Inclusive Care for the Elderly (PACE). Our organization employs an interdisciplinary team approach to care planning and implementation, ensuring that each participant receives personalized, integrated health services that promote autonomy and enhance quality of life. Our facilities include Adult Day Health Centers and primary care clinics designed to support elderly individuals in maintaining their independence and living in their communities. As a capitation-based healthcare provider, we are committed to delivering affordable, coordinated, and patient-centered services that meet the unique needs of our participants. With a focus on innovation and excellence, the Center for Elders' Independence continues to grow, offering stability and opportunities for career development in a thriving environment.
About The Role
The IT Systems Analyst at the Center for Elders' Independence plays a pivotal role in enhancing the technological experience for internal users across the organization. This hybrid position combines systems analysis, technical support, user advocacy, and service improvement to ensure that IT solutions are effective, user-friendly, and aligned with organizational goals. The analyst will collaborate closely with end-users, IT teams, and business stakeholders to understand operational challenges, design and deliver training programs, and optimize system performance. This role requires a proactive problem-solver with strong analytical skills, excellent communication abilities, and a customer-focused mindset. The successful candidate will support the deployment of new systems, troubleshoot complex technical issues, and contribute to continuous service enhancements, ultimately empowering staff to deliver better care through efficient technology use.
Qualifications
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 a structured IT environment—preferably following ITIL frameworks—is required. Proven ability to translate complex technical challenges into practical, business-relevant solutions is essential. Candidates must have experience designing and delivering IT training to diverse user groups and a track record of successful process improvement initiatives. Familiarity with ITSM tools such as ServiceNow, Jira, Zendesk, or Freshservice is necessary. Hands-on experience with Microsoft 365 ecosystem components, identity and access management, device lifecycle management, network troubleshooting, and contact center solutions is highly desirable. Strong interpersonal and communication skills are essential to engage both technical and non-technical stakeholders effectively. Certifications such as ITIL v3 or v4, along with Microsoft 365 or similar technical certifications, are considered advantageous.
Responsibilities
- Partner with end-users and business teams to identify pain points, translate them into technical or process improvements, and enhance overall service delivery.
- Design, develop, and deliver scalable IT training programs aimed at increasing system adoption and operational efficiency.
- 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 metrics, and usage analytics to identify recurring issues and opportunities for optimization.
- Conduct root cause analysis for technical issues, recommending and implementing long-term solutions.
- Participate in service review processes, leading initiatives to improve system usability, reduce friction points, and enhance customer satisfaction.
- Engage in requirement gathering sessions for new features, system enhancements, and service offerings, ensuring alignment with organizational needs.
- Support the rollout of new IT solutions through change management, training, and communication strategies.
- 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, diagnosing, documenting, and triaging complex technical issues efficiently.
- 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 needed.
- Ensure adherence to IT policies, standards, and best practices, providing guidance to users and stakeholders.
- Contribute to cross-functional IT projects, ensuring user perspectives and operational requirements are adequately represented.
Benefits
The Center for Elders' Independence offers a comprehensive benefits package designed to support our employees’ well-being and professional growth. Benefits include competitive health insurance plans, dental and vision coverage, retirement savings options, paid time off, and professional development opportunities. We foster a collaborative and inclusive work environment that values innovation, integrity, and a commitment to excellence. Employees are encouraged to participate in ongoing training and certification programs to enhance their skills and career trajectory. Additionally, we promote work-life balance through flexible scheduling and support programs, ensuring our team members are motivated, engaged, and empowered to deliver exceptional care and support to our participants.
Equal Opportunity
The Center for Elders' Independence is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, or any other protected characteristic. We believe that a diverse workforce enhances our ability to serve our community effectively and creates a positive, innovative environment where all employees can thrive. We encourage applications from individuals of all backgrounds and experiences who are passionate about making a difference in the lives of the elderly and their families.
Skills
Information Technology