Remote Senior Systems Analyst — Live Chat & AI Lead

UPMC; United States; Híbrido; USD 110 000 - 150 000; Tempo integral

Resumo da oferta

UPMC is seeking a Senior Systems Analyst to drive ServiceNow live chat ownership and end-user experience improvements. The role emphasizes AI-enabled support capabilities, platform governance, and cross-team collaboration to deliver a unified IT service experience.

In this remote/hybrid role, you will lead product strategy, coordinate with IT and EMR-related platforms, and guide stakeholders through requirements, testing, and successful implementations.

Qualificações

• Hands-on ServiceNow experience with modules and processes.
• Experience as a primary product owner or lead.
• Familiarity with AI-enabled support capabilities and agents.
• Strong focus on improving end-user experience.

Responsabilidades

• Own ServiceNow live chat product roadmap and continuity.
• Lead enterprise end-user experience initiatives across IT systems.
• Develop AI-enabled support capabilities and agent development.
• Provide unified, simplified end-user experiences across platforms.
• Define requirements, analyze data, and drive process improvements.
• Triage and resolve Level 2/3 issues and coordinate integrations.
• Lead projects, maintain documentation, and train users.
• Mentor staff and foster collaboration across teams.

Conhecimentos

ServiceNow

AI platforms

Product owner

End-user support

Stakeholder alignment

Descrição da oferta de emprego

UPMC is seeking a Senior Systems Analyst to drive ServiceNow live chat ownership and end-user experience improvements. The role emphasizes AI-enabled support capabilities, platform governance, and cross-team collaboration to deliver a unified IT service experience.

In this remote/hybrid role, you will lead product strategy, coordinate with IT and EMR-related platforms, and guide stakeholders through requirements, testing, and successful implementations.