Job Description
Job Description
Customer Experience Analyst
The Center for Elders’ Independenceis a PACE (Program of All-Inclusive Care for the elderly) organization (PO) that uses an interdisciplinary team approach for care planning and implementing purposeful high quality, affordable, and integrated health care services to the elderly. Our elderly meet PACE requirements as prescribed by CMS and are referred to as participants. Our PO includes Adult Day Health Centers and primary care clinics, promoting participant autonomy, quality of life and the ability for individuals to live in their communities
The Position: The 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.
The Analyst will support the end user, design user enablement strategies, interpret service delivery data, and collaborate with IT and business teams to enhance service quality, performance, and system functionality. Ideal candidates will combine technical knowledge with analytical problem-solving, project coordination skills, and a strong customer-focused mindset.
The salary range for the IT Systems Analyst position at Center For Elders Independence is $ 83,595 - $ 125,403 annual base salary. Salary is based on the market for the position, as well as experience, skills, abilities and work history.
DUTIES AND RESPONSIBILITIES:
- Business & Systems Liaison: Partner with end-users and business teams, to understand and identify pain points, and translate them into technical or process improvements.
- IT Training Strategy: Design and deliver scalable IT training programs that support system adoption and improve operational efficiency.
- Knowledge Management: Develop user-facing documentation such as knowledge base articles, process guides, and training videos to drive self-service and knowledge retention.
- System & Service Analysis: Monitor service desk trends, system performance data, and usage analytics to identify recurring issues and areas for optimization.
- Problem Management: Conduct root cause analysis for technical issues and recommend long-term resolutions.
- Continuous Improvement: Contribute to service review processes and lead initiatives to enhance system usability, reduce friction points, and elevate customer satisfaction.
- Requirements Gathering: Participate in intake and discovery sessions to capture business requirements for new features, enhancements, and service offerings.
- Change Enablement: Support the rollout of new IT solutions by contributing to change management, training materials, and communication plans.
- System Testing & Validation: Assist in user acceptance testing (UAT) and validation of new or updated systems and tools to ensure functional alignment.
- Technical Support: Serve as tier 1 and 2 technical support for complex technical issues; diagnose, document, and triage them appropriately.
- Incident & Request Oversight: Track and analyze service management data (via ITSM tools) to identify opportunities for automation or process streamlining.
- Vendor Coordination: Engage with third-party providers for system delivery, support, training, and infrastructure services as needed.
- IT Governance & Policy Guidance: Promote adherence to IT policies, standards, and best practices; provide guidance to users and stakeholders.
- Project Participation: Actively contribute to cross-functional IT projects, ensuring the user perspective and operational requirements are represented.
QUALIFICATIONS:
- 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 (e.g., ITIL framework).
- 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 (Exchange Online, Teams, SharePoint, OneDrive)
- Identity & access management (Microsoft Entra ID, Active Directory)
- Device lifecycle and endpoint management tools (e.g., Intune, Autopilot)
- Network monitoring and troubleshooting (e.g., Cisco, SolarWinds)
- Contact Center solutions (e.g., Genesys, Five9, 8x8, Nice InContact)
- Strong interpersonal and communication skills—able to engage both technical and non-technical stakeholders.
- Excellent documentation, knowledge management, and reporting capabilities.
- ITIL certification (v3 or v4) strongly preferred.
- Microsoft 365 or similar technical certifications are a plus.
“Be the bridge between people and technology—help shape an IT experience that empowers, not frustrates.”
Center for Elders’ Independence is a PACE (Program of All- Inclusive Care for the Elderly) organization that uses an interdisciplinary team approach to care planning and care implementation for the purpose of providing high quality, affordable, integrated health care services to the elderly, including an Adult Day Health Center, and promoting autonomy, quality of life and the ability of individuals to live in their communities. Unlike other healthcare plans, CEI is not a "fee-for-service" plan. It is a “capitation” healthcare plan. CEI is paid a set amount for each person enrolled in our program, whether or not that individual seeks care. We are a growing company that offers stability and continues to thrive.