Offer summary

Qualifications:

5+ years of experience in technology and application support, Proficient understanding of SDLC and project management, Excellent communication skills and customer service orientation, Experience in web development and SQL is recommended..

Key responsabilities:

Provide second and third level support for application issues and mentor junior staff

Manage project tasks and ensure milestone completion while updating project management tools

Document customer requirements and maintain data quality and confidentiality

Facilitate end user training and identify opportunities for process improvements.

Job description

UPMC Essential Solutions IT Department is looking for a customer service driven analyst to join their Enterprise Development Services operational support team. This Systems Analyst – Senior will join a group of diverse individuals tasked with supporting custom developed applications and vendor purchased applications across UPMC systems in nearly every service line. This position is heavily involved in application support and enhancement project management while being a liaison between end users, software engineers, and other IT departments. This position is responsible for multiple enterprise-level applications and will work independently on simultaneous projects, enhancements, and troubleshooting. This position works within a team of analysts and will cross-train team applications to provide rotating on-call support.100% Work from Home Opportunity!! Must be able to work eastern time.

Responsibilities:

Documentation: Complete detail-oriented documentation for new and moderately complex processes. Responsible for the quality and validity of produced documents. 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 2 and Level 3 support issues. Act as a mentor to less experienced staff in resolution of Level 2 and Level 3 issues. Ability to handle problem management as appropriate.
Project Management: Take ownership of a project and have the ability to distribute tasks to team members and meet milestone completion. Update all project management and time tracking tools accordingly.
SDLC (System Development Life Cycle): Have a proficient understanding of multiple system/application development life cycles.
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) independently, as necessary. Ability to act as the point person for issue escalation.
Report Writing/Analysis: Write and analyze complex reports. Make modifications to complex reports. Mentor less experienced team members. Communicate with the business/act as business analyst.
End User Training: Ability to create training content. Facilitate more detailed user training sessions. Ability to train peers.
Process Improvement: Ability to manage process improvement efforts. Create and update processes, as necessary. Ability to independently recognize opportunity for process improvements.
Application Upgrades and Implementation: Identify new functionality and/or hardware requirements related to application upgrades and implementations. Creates test plans. Responsible for review and validation of functionality. Report back any problems. Create and/or manage cutover plans including downtime, etc. Responsible for evaluating impact and coordinating efforts across multiple platforms as necessary.
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.
System Integration: May be responsible for coordination of tasks and resources related to system integration, validation of testing and implementation.
*Performs in accordance with system-wide competencies/behaviors.*Performs other duties as assigned.
Typically has 5+ years' experience with modern technology and application support through education or practical experience. Highly driven and self-motivated to exceed 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.
Additionally, this position may be required to maintain a standby status as part of a rotation within the team.
This requires 24 hours per day, 7 days per week availability during the standby period. The frequency varies based upon the number of colleagues in the rotation.

Top 3 Skills Needed:

Adaptability
perform multiple tasks simultaneously
Problem solving

Preferred Experience:

A Project management or Agile project experience is a plus.
Excellent communication skills and Customer service driven
Previous business or IT experience in a Health Care Setting
Web development and SQL experience or knowledge recommended

Licensure, Certifications, and Clearances:

Preferred Licensure:ACBT - Avaya CBTCXADMIN - AVST Cert CX AdminITIL - IT Infrastructure Library

UPMC is an Equal Opportunity Employer/Disability/Veteran

Annual

Required profile