Systems Analyst - Intermediate (End User Support/Telecommunications)

UPMC•Pittsburgh, PA

2h•Hybrid

About The Position

UPMC is hiring an Intermediate Systems Analyst (End Support/Telecommunications) to join their HealthPlan Community Care Behavior Health IT department. This role provides experienced analytical services, defining requirements, developing and/or maintaining computer applications/systems, and providing services to meet client IT and business needs. The position is hybrid, requiring 3 days per week on-site at the USX building in downtown Pittsburgh, PA. Work hours are 7:30 AM - 4:00 PM or 8:00 AM - 4:30 PM Eastern Standard Time.

Requirements

Typically has 2+ years' experience with modern technology and application support through education or practical experience.
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.
Customer Service
End User Support
Telecommunications (Cisco Voice)

Nice To Haves

Associates degree or above highly preferred.
Preference for a technical degree.
Experience with IT Security and/or Microsoft Power Platform is a plus.
Experience with Cisco Voice Communication is a plus.
Current or Past UPMC employee or contractor.

Responsibilities

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).
Independently triage and resolve level 1 and level 2 support issues. Escalate level 3 support issues accordingly.
Create and contribute to project tasks and milestones. Update all project management and time tracking tools accordingly. Ability to take full ownership of a project.
Have an intermediate understanding of the application development life cycle. Ability to apply those principles to day-to-day work.
Maintain confidentiality of sensitive information at all times.
Maintain data quality at all times.
Interact with vendors (technical issues, project initiatives) under the direction of more experienced team members as necessary. Assist with issue escalation where applicable.
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.
Create and review existing training documentation. Facilitate high-level user training sessions independently.
Create and update processes. Ability to contribute to process improvement efforts.
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.
Complete assigned tasks related to system integration. Validate testing. Ability to modify existing test plans.
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.
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.
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.