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UPMC is looking for a Systems Analyst Intermediate to join their team. This role will be a Remote position with the option to work on-site if preferred. Although remote we are targeting candidates in the Eastern and Central time zones.

Description

Under the general direction of the management team and senior staff, the Systems Analyst - Intermediate provides experienced analytical services, defining requirements, developing and/or maintaining computer applications/systems, and providing services to meet client IT and business needs.

This position will have a strong focus on supporting request management in the IT Service Management platform. The ideal candidate should have a strong desire to understand and optimize catalog items, workflows, and request fulfillment processes in ServiceNow.

In this role, you will work closely with stakeholders to gather and analyze business requirements, document current and future-state processes, and help drive technology solutions that support organizational goals. You will collaborate with cross-functional teams to deliver value iteratively and efficiently. The ideal candidate will be proactive in identifying process improvement opportunities, have strong analytical and communication skills, strong attention to detail, and thrive in a collaborative, fast-paced environment.

Responsibilities:

* Documenting functional requirements for business processes, forms, or workflows.

* Supporting the creation or enhancement of service request processes within an IT system or platform.

* Conducting stakeholder interviews or workshops to gather and clarify requirements.

* Participating in UAT cycles to validate system functionality against business requirements.

* Troubleshooting issues during development or testing in collaboration with technical teams.

* Documentation: Complete documentation/flow charting of system builds and maintain team's existing documentation independently. Responsible for validating current documentation. Extract and document customer/business requirements and needs for use by enterprise architecture and engineering teams (network, system, and software).

* Second and Third Level Support (Including Maintenance Activities): Independently triage and resolve level 1 and level 2 support issues. Escalate level 3 support issues accordingly.

* Project Management: Create and contributes to project tasks and milestones. Update all project management and time tracking tools accordingly. Ability to take full ownership of a project.

* Data Confidentiality/Security: Maintain confidentiality of sensitive information at all times.

* Data Quality: Maintain data quality at all times.

* Vendor Relationships: Interact with vendors (technical issues, project initiatives) under the direction of more experienced team members as necessary. Assist with issue escalation where applicable.

* Report Writing/Analysis: Write, analyze and make modifications to reports either independently for basic requests or under the direction of more experienced team members for more complex requests.

* End User Training: Create and review existing training documentation. Facilitate high-level user training sessions independently.

* Process Improvement: Create and update processes. Ability to contribute to process improvement efforts.

* Application Upgrades and Implementation: Review and validate functionality of application upgrades and implementations. Report back on any problems. Identify new functionality and/or hardware requirements as assigned. Ability to create test plans.

* System Integration: Complete assigned tasks related to system integration. Validate testing. Ability to modify existing test plans.

* Communication: Responsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day to day work and projects.

* Interactions with Others: Successfully completes projects, tasks, and initiatives by embracing a team-first approach. Works in collaboration with team and offers feedback, where appropriate, to complete individual and group efforts. Shows the ability to adjust and be flexible to change by adapting approach when necessary. Mentors less experienced staff.

* Self-Development: Responsible for continuous self-study, trainings, partnering with more senior members of team, and/or seeking out opportunities to broaden scope to stay up to date with industry and organizational trends. Seeks feedback from senior team members for development and effectively incorporates feedback into work and behaviors.*Performs in accordance with system-wide competencies/behaviors.*Performs other duties as assigned.

Qualifications

* Typically has 2+ years experience with modern technology and application support through education or practical experience.

* Proven ability to gather and document requirements consistently preferred.

* Experience writing structured requirements and specifications that adhere to established design standards preferred.

* Competence in analyzing and designing request workflows with focus on requester and fulfiller impact preferred.

* Prefer experience validating solutions against requirements through structured testing activities.

* Excellent communication and facilitation skills, with both technical and non-technical stakeholders.

* Highly driven and self-motivated to meet expectations.

* Ability to work independently and in a team-based environment.

* Demonstrates thorough understanding of information technology fundamental tools and concepts (SDLC) of one of the information technology professional disciplines and applies that understanding to make independent practical contributions to IT work within a UPMC department or function.

* Completes on-going training on-the-job, through courses, self-study, certifications and/or advanced degrees to maintain and enhance technical and business capabilities.

Licensure, Certifications, and Clearances:

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UPMC is an Equal Opportunity Employer/Disability/Veteran