Description

UPMC Community Care Behavioral Health is seeking a full-time Systems Analyst - Intermediate to support the End User Support Team in State College, PA!

The Systems Analyst - Intermediate will work standard hours, Monday through Friday, in a hybrid work structure of in-office and remote work days!

Under the general direction of management 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 role will also provide heavy desktop support to remote offices in the area, focusing on customer service and IP/phone system support. 

The ideal candidate for this position will have previous desktop support experience, with strong customer service skills being vital for this role. Previous IP/phone system support experience is a plus!
 

Responsibilities:

• 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.
• Application Upgrades and Implementation:
  • Review and validate the 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.
• 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.
• End User Training:
  • Create and review existing training documentation.
  • Facilitate high-level user training sessions independently.
• 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.
• System Integration:
  • Complete assigned tasks related to system integration.
  • Validate testing.
  • Ability to modify existing test plans.
• Project Management:
  • 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.
• Maintain data quality at all times.
• 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.
• Process Improvement:
  • Create and update processes.
  • Ability to contribute to process improvement efforts.
• 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).
• 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.
• Maintain confidentiality of sensitive information at all times.
• 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.

Qualifications

• Typically has 2+ years of experience with modern technology and application support through education or practical experience.
• Previous desktop support experience preferred.
• Previous IP/phone support experience is a plus.
• 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), 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 stand-by 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 on the number of colleagues in the rotation.

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.