Remote Senior Systems Analyst: ServiceNow & AI Enablement

UPMC

Pittsburgh (Allegheny County)

Hybrid

USD 90,000 - 130,000

Full time

3 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

UPMC is seeking a full-time Senior Systems Analyst to join the IT Service Management Office. The role offers work-life balance and an excellent total rewards package, with remote work and on-site quarterly requirements.

The Senior Systems Analyst will lead digital support initiatives across ServiceNow, EMR support, and related platforms, including AI-enabled support capabilities and live chat product strategy, to deliver a seamless user experience for end users.

Qualifications

Hands-on experience with ServiceNow modules and processes.
Experience as a primary product owner.
Experience with AI platforms and AI agents.

Responsibilities

Live Chat Product Ownership and Continuity: own the ServiceNow live chat platform, ensure continuity, stability, governance, and roadmap advancement.
Enterprise End-User Experience: lead end-user experience initiatives across ServiceNow and EMR support to ensure a seamless digital support experience.
AI-Enabled Support and Agent Development: identify and develop AI agents that provide immediate support and automate workflows.
Unified Support and Intelligent Escalation: flatten the end-user experience across IT and EMR support.
Product Strategy, Requirements, and Continuous Improvement: define requirements, prioritize enhancements, analyze data, and measure improvements.
Application Support, Integration, and Implementation: triage Level 2/3 issues, coordinate integrations, testing, upgrades, and cutovers.
Project Leadership, Documentation, and Training: lead projects, track milestones, document thoroughly, and train end users.
Communication, Collaboration, and Mentorship: communicate clearly, build collaborations, and mentor staff.