UPMC is seeking a full-time Senior Systems Analyst to join the IT Service Management Office team. This role offers work-life balance and an excellent total rewards package. Candidates with hands-on experience in ServiceNow modules and processes, AI platforms, skills, or agents, and prior experience as a primary product owner are encouraged to apply.
Work Location: Remote, on site at least quarterly and as needed.
Work Schedule: Full-time position with eastern standard daytime hours.
Description:
Under the general direction of management and senior staff, the Systems Analyst - Senior provides leadership for digital support technologies and end-user experience initiatives across ServiceNow, EMR support, and related platforms. The role oversees live chat product strategy, AI-enabled support capabilities, system enhancements, application support, and continuous improvement efforts to deliver a seamless and efficient support experience for end users.
Responsibilities:
Live Chat Product Ownership and Continuity: Serve as the primary product owner for the ServiceNow live chat support platform, ensuring operational continuity, platform stability, effective governance, stakeholder alignment, and continued advancement of the product roadmap.
Enterprise End-User Experience: Lead enterprise-wide end-user experience initiatives across ServiceNow, EMR support, and related technologies to create a consistent, seamless digital support experience that connects users with the appropriate IT resources.
AI-Enabled Support and Agent Development: Advance AI capabilities within live chat and the IT service portal by identifying and developing AI agents that provide immediate, actionable support; complete routine activities; gather required information; initiate workflows; fulfill common requests; and resolve issues directly within the user interaction.
Unified Support and Intelligent Escalation: Flatten the end-user experience across IT and EMR support so users can begin through a common digital experience without needing to understand the responsible system, department, or team.
Product Strategy, Requirements, and Continuous Improvement: Partner with technical and non-technical teams, vendors, and business stakeholders to define and document requirements, prioritize enhancements, analyze data and complex reports, manage process improvements, evaluate new functionality, and measure opportunities for continued experience improvement.
Application Support, Integration, and Implementation: Independently triage and resolve Level 2 and Level 3 issues, support problem management and vendor escalation, and coordinate system integration, testing, upgrades, implementations, validation, and cutover activities across applicable platforms.
Project Leadership, Documentation, and Training: Lead projects and initiatives, distribute work, track milestones, maintain accurate and detailed documentation, protect data quality and confidentiality, and create and facilitate training for end users and peers.
Communication, Collaboration, and Mentorship: Demonstrate clear and effective written and verbal communication, build collaborative relationships, adapt to change, mentor less experienced staff, provide constructive feedback, and pursue continuous professional development to support individual and team success.
Typically has 5+ years experience with modern technology and application support through education or practical experience. Hands-on experience with ServiceNow modules and processes, including administration, development, ITSM (IT Service Management), and live chat.(preferred)
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. Agile experience is a plus.
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.
Experience with AI platforms/skills/agents. (preferred)
Licensure, Certifications, and Clearances:
Act 34
UPMC is an Equal Opportunity Employer/Disability/Veteran