IT Systems Analyst - Tech Focused Business 🏆

Position Overview

IT Systems Analyst - Tech Focused. At Center for Elders' Independence, we are seeking a talented Business engineer to join our team. As a PACE organization delivering high-quality, affordable, and integrated healthcare services to seniors, this role is critical in shaping our technology experience through comprehensive systems analysis, technical support, and process improvement initiatives. Salary: $93,850 - 140,774 per year. Location: 17th Street 510, Oakland, United States.

Responsibilities:

• Collaborate with end-users and business teams to identify pain points and translate them into technical or process enhancements
• Create and deliver scalable IT training initiatives to promote system adoption and improve operational efficiency
• Develop user-facing documentation such as knowledge base articles, process guides, and instructional videos to encourage self-service and knowledge retention
• Monitor service desk patterns, system performance metrics, and usage analytics to identify consistent issues and areas for improvement
• Conduct root cause analysis for technical challenges and propose long-term solutions
• Participate in service review processes and lead efforts to improve system usability and enhance customer satisfaction
• Engage in intake and discovery sessions to gather business requirements for new features and service offerings
• Support the implementation of new IT solutions through change management, training content, and communication strategies
• Assist in user acceptance testing (UAT) and validate new or updated systems to ensure functional alignment
• Provide tier 1 and tier 2 technical support for complex issues; diagnose and properly triage them
• Track and analyze service management data to identify opportunities for automation or process refinement
• Collaborate with third-party vendors for system delivery, support, training, and infrastructure services as required
• Ensure adherence to IT policies, standards, and best practices; advise users and stakeholders accordingly
• Contribute to cross-functional IT projects by ensuring user perspective and operational needs are represented

Requirements:

• Bachelors degree in a computing-related field or equivalent experience
• Minimum of 5 years in IT systems analysis, technical support, vendor management, or service delivery within a structured IT framework (e.g., ITIL)
• Proven expertise in converting technical difficulties into business-impacting solutions
• Strong background in designing and implementing IT training for varied user groups
• Demonstrated success in process improvement and service optimization initiatives
• Familiarity with ITSM tools (e.g., ServiceNow, Jira, Zendesk, Freshservice)
• Direct experience with Microsoft 365 ecosystem (Exchange Online, Teams, SharePoint, OneDrive)
• Knowledge of identity and access management (Microsoft Entra ID, Active Directory)
• Experience with device lifecycle and endpoint management tools (e.g., Intune, Autopilot)
• Proficient in network monitoring and troubleshooting (e.g., Cisco, SolarWinds)
• Familiar with contact center solutions (e.g., Genesys, Five9, 8x8, Nice InContact)
• Strong communication and interpersonal skills to engage technical and non-technical stakeholders
• Excellent capabilities in documentation, knowledge management, and reporting
• ITIL certification (v3 or v4) is highly preferred
• Additional technical certifications related to Microsoft 365 or similar platforms are a plus

Benefits:

• Stable and thriving work environment with competitive compensation