Role OverviewThe IT Systems Analyst plays a key role in shaping how internal users experience technology across the organization. This hybrid role blends systems analysis, technical support, user advocacy, and service improvement to ensure that IT solutions function effectively and meet the real-world needs of employees.
What You Will Do
Partner with end-users and business teams to understand and identify pain points, design and deliver scalable IT training programs, develop user-facing documentation, and monitor service desk trends.
Why It Might Be a Fit
Ideal candidates will combine technical knowledge with analytical problem-solving, project coordination skills, and a strong customer-focused mindset.
Requirements
- Bachelor's degree in a computing-related discipline, or equivalent experience
- 5+ years of experience in IT systems analysis, technical support, vendor management, or service delivery within a structured IT environment
- Proven ability to translate technical challenges into business-relevant insights and solutions
- Strong experience designing and delivering IT training to diverse user groups
- Demonstrated success in process improvement initiatives or service optimization projects
- Familiarity with ITSM tools such as ServiceNow, Jira, Zendesk, or Freshservice
- Hands-on experience with Microsoft 365 ecosystem, identity & access management, device lifecycle and endpoint management tools, network monitoring and troubleshooting, and contact center solutions
- Strong interpersonal and communication skills
- Excellent documentation, knowledge management, and reporting capabilities
- ITIL certification (v3 or v4) strongly preferred
- Microsoft 365 or similar technical certifications are a plus
Benefits
- Annual salary range: $86,095 - $129,143
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