New Position! UPMC Is hiring a full-time Systems Analyst-Intermediate (ITPA Service Management-Incident and Problem). This opportunity offers an excellent total rewards package with growth and development opportunities. If you have Incident and Problem Management, Analytical and Root Cause Analysis Skills, and excellent communication skills. APPLY NOW!
Work Location: Fully Remote
Work Hours: Day Shift. Standard core business hours. Eastern standard time.
Purpose:
Under the general direction of the management team, the Systems Analyst-Intermediate (ITPA Service Management - Incident & Problem) will be responsible for supporting and improving incident and problem management processes within the IT Payer Applications Production Support department. This role will serve as a resource within the department, with primary responsibility for facilitating incident and problem management activities, tracking and reporting on trends and corrective actions, and producing reports and analysis for end users and senior leadership. Through incident analysis, root cause investigation, trend identification, and continuous improvement feedback loops, this position will help IT engineering inform development processes and improve software quality and service reliability. Work From Home Opportunity! Responsibilities:
· Demonstrate intuitive problem-solving skills and communicate incidents and problems to the appropriate stakeholders for remediation.
· Collaborate with technical staff and leadership on detecting, analyzing, and performing remediation activities related to incidents and recurring problems.
· Develop and accumulate lessons learned documentation from incidents and problems to identify opportunities for service improvement and prevent recurring issues.
· Analyze incident and problem data to identify trends, recurring issues, and areas requiring attention.
· Facilitate cross-team incident and problem review discussions to foster transparency, collaboration, and shared learning.
· Partners with technical personnel and additional teams as required to remediate incidents and support problem resolution activities throughout the service management lifecycle.
· Appropriately inform and advise team members and leadership on incident and problem activities, trends, remediation efforts, and improvement opportunities.
· Document, communicate, collaborate, and transition incident and problem details to responsible teams.
· Support the development and continuous improvement of incident and problem management processes, procedures, and reporting capabilities.
· Facilitate problem management activities, including coordinating root cause analysis discussions, tracking corrective actions, and assisting with validation of long-term solutions.
· Monitor and report on problem records, corrective actions, and recurring issue trends to provide visibility into progress toward permanent resolution and improved service stability.
· Assist with the identification, documentation, and prioritization of recurring issues for problem management review and follow-up.
· 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.
Top 3 Skills Needed:
1. Incident and Problem Management
2. Analytical and Root Cause Analysis Skills
3. Communication to all levels (Senior Leadership, etc.) and Cross-Team Collaboration
Prior work experience or industries that translate well to this role:
· IT Service Management (ITSM)
· Application Production Support
· Service Desk or Incident Management
· Healthcare, Insurance, Financial Services, or other highly regulated industries
· ServiceNow experience preferred.
Licensure, Certifications, and Clearances:
Act 34
UPMC is an Equal Opportunity Employer/Disability/Veteran