• Systems Analyst - Senior (IT Service Management)

    UPMC (Pittsburgh, PA)


    UPMC is looking for a Systems Analyst - Senior (IT Service Management) to join their team. This position will be a fully remote position.

    Description

    The IT Asset & Configuration Management team is seeking a Systems Analyst - Senior to support the IT Service Management Office and ServiceNow platform. This role will function as a subject matter expert for network infrastructure hardware lifecycle and processes, including oversight of governance and controls, process improvement, and data integrity. This team member will work independently to manage Agile projects, drive compliance, lead stakeholder engagement, and provide user training and support. This position offers the flexibility of being fully remote or a hybrid work arrangement.

     

    Candidates who have previous experience with any of or all of the below skills will be considered before those without. Please ensure that your resume includes descriptive examples of relevant experience with the following skills:

     

    * ServiceNow

    * ITAM/Hardware Asset Management

    * ITOM/Configuration Management

    * ITIL/IT Service Management

    * Product Owner Experience

    Responsibilities:

    * Serve as the subject matter expert for network infrastructure hardware lifecycle, including oversight of governance and controls, process improvement, and data integrity.

    * Produce comprehensive and accurate documentation for new and moderately complex processes. Responsible for the quality and validity of produced documents.

    * Collaborate with business operations to understand and translate requirements for use by enterprise architecture and engineering teams (network, system, and software).

    * Independently triage and resolve Level 2 and Level 3 support issues, including maintenance activities. Mentor junior staff in resolution.

    * Manage Problem Management activities as needed.

    * Lead project management efforts, delegate tasks, track milestones, and maintain project management and time tracking tools.

    * Demonstrate proficiency in multiple system/application development life cycles (SDLC).

    * Uphold confidentiality and security of sensitive information at all times.

    * Maintain high standards of data quality.

    * Independently interact with vendors regarding technical issues and project initiatives. Serve as the escalation point for vendor-related matters.

    * Develop training materials and conduct training sessions for end users and peers.

    * Lead and manage process improvement initiatives. Proactively identify and implement opportunities for process enhancements.

    * Identify and document requirements for application upgrades and implementations, create test plans, validate functionality, manage cutover plans, and coordinate efforts across platforms.

    * Communicate clearly and effectively in writing and speech to build relationships and facilitate daily operations and projects.

    * Collaborate with team members to complete projects and initiatives. Provide constructive feedback and embrace change by adapting approaches as needed. Mentor junior staff.

    * Engage in continuous learning and professional development by seeking feedback, participating in training, and staying current with industry trends.

    * Coordinate tasks and resources for system integration projects, validating testing and implementation efforts.

    * Perform duties in alignment with organization competencies and behaviors.

    * Carry out other related duties as assigned.

    Strongly Preferred Qualifications:

    * IT Service Management experience. Preferably in the Configuration Management and Asset Management areas.

    * Experience with ServiceNow or other IT Service Management platforms.

    * Familiar with Agile Development methodology.

    * Familiarity with any of the following technologies: Network and Telecom Equipment, Cloud Computing, Data Center and Facilities Hardware.

    Qualifications

    * Typically has 5+ years experience with modern technology and application support through education or practical experience.

    * Hands-on experience with ITIL/IT Service Management, especially Hardware Asset Management or Configuration Management.

    * Product owner experience, including defining vision, prioritizing enhancements, and guiding solutions from concept through implementation to deliver measurable business value.

    * Demonstrated ability to identify opportunities and develop creative solutions to streamline and improve business processes.

    * Highly driven and self-motivated. 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:

    Preferred Licensure: ITIL - IT Infrastructure Library

     

    Act 34

     

    UPMC is an Equal Opportunity Employer/Disability/Veteran