IT Systems Analyst

Job Description

Job Description

About the Role

The IT Systems Analyst plays a key role in shaping how employees interact with technology across the organization. This hybrid position combines systems analysis, technical support, user enablement, and service improvement to ensure IT solutions are reliable, user-friendly, and aligned with business needs.

In this role, you’ll collaborate with end users, IT colleagues, and business teams to optimize system performance, improve service delivery, and enhance the overall user experience. The ideal candidate brings a blend of technical expertise, problem-solving ability, project coordination, and strong communication skills.

Key Responsibilities

Business & Systems Liaison : Partner with stakeholders to identify challenges and translate them into technical or process improvements.

IT Training & Enablement : Design and deliver training programs that drive adoption of IT systems and improve efficiency.

Knowledge Management : Create user-facing documentation such as knowledge base articles, process guides, and training materials.

System & Service Analysis : Monitor ITSM data, system performance, and usage trends to identify recurring issues and opportunities for optimization.

Problem Management : Conduct root cause analysis and recommend long-term solutions for complex technical issues.

Continuous Improvement : Support service review processes and lead initiatives that improve usability, automation, and overall user satisfaction.

Requirements Gathering : Capture business requirements for new features, enhancements, and service offerings.

Change Enablement : Contribute to rollouts by preparing communication, training, and support resources.

System Testing & Validation : Assist in user acceptance testing (UAT) to ensure system changes align with business needs.

Technical Support : Provide tier 1 and 2 support for escalated issues, documenting and triaging as appropriate.

Vendor Coordination : Collaborate with third-party providers for system delivery, support, and infrastructure services.

IT Governance : Promote adherence to IT policies, standards, and best practices.

Project Participation : Engage in cross-functional IT initiatives, representing the end-user perspective.

Qualifications

Bachelor’s degree in a technology-related field, or equivalent experience.

5+ years in IT systems analysis, technical support, service delivery, or vendor management.

Strong ability to translate technical issues into business-focused solutions.

Proven track record designing and delivering IT training.

Experience driving process improvements or service optimization.

Familiarity with ITSM tools (e.g., ServiceNow, Jira, Zendesk, Freshservice).

Hands-on experience with :

Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)

Identity & access management (Active Directory, Microsoft Entra ID)

Device lifecycle / endpoint management (Intune, Autopilot)

Network monitoring and troubleshooting (e.g., Cisco, SolarWinds)

Contact center platforms (e.g., Genesys, Five9, 8x8, NICE inContact)

Strong interpersonal and communication skills; comfortable working with both technical and non-technical stakeholders.

Excellent documentation and reporting skills.

ITIL certification (v3 or v4) preferred.

Microsoft 365 or similar technical certifications a plus.