Systems Analyst - Senior

UPMC; United States; Hybrid; USD 110,000 - 150,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

ServiceNow

AI platforms

Product owner

End-user support

Stakeholder alignment

Job description

UPMC is seeking a full-time Senior Systems Analyst to join the IT Service Management Office team. This role offers work-life balance and an excellent total rewards package. Candidates with hands-on experience in ServiceNow modules and processes, AI platforms, skills, or agents, and prior experience as a primary product owner are encouraged to apply.

Work Location: Remote, on site at least quarterly and as needed.

Work Schedule: Full-time position with eastern standard daytime hours.

Description

Under the general direction of management and senior staff, the Systems Analyst - Senior provides leadership for digital support technologies and end-user experience initiatives across ServiceNow, EMR support, and related platforms. The role oversees live chat product strategy, AI-enabled support capabilities, system enhancements, application support, and continuous improvement efforts to deliver a seamless and efficient support experience for end users.

Responsibilities

• Live Chat Product Ownership and Continuity: Serve as the primary product owner for the ServiceNow live chat support platform, ensuring operational continuity, platform stability, effective governance, stakeholder alignment, and continued advancement of the product roadmap.
• Enterprise End-User Experience: Lead enterprise-wide end-user experience initiatives across ServiceNow, EMR support, and related technologies to create a consistent, seamless digital support experience that connects users with the appropriate IT resources.
• AI-Enabled Support and Agent Development: Advance AI capabilities within live chat and the IT service portal by identifying and developing AI agents that provide immediate, actionable support; complete routine activities; gather required information; initiate workflows; fulfill common requests; and resolve issues directly within the user interaction.
• Unified Support and Intelligent Escalation: Flatten the end-user experience across IT and EMR support so users can begin through a common digital experience without needing to understand the responsible system, department, or team.
• Product Strategy, Requirements, and Continuous Improvement: Partner with technical and non-technical teams, vendors, and business stakeholders to define and document requirements, prioritize enhancements, analyze data and complex reports, manage process improvements, evaluate new functionality, and measure opportunities for continued experience improvement.
• Application Support, Integration, and Implementation: Independently triage and resolve Level 2 and Level 3 issues, support problem management and vendor escalation, and coordinate system integration, testing, upgrades, implementations, validation, and cutover activities across applicable platforms.
• Project Leadership, Documentation, and Training: Lead projects and initiatives, distribute work, track milestones, maintain accurate and detailed documentation, protect data quality and confidentiality, and create and facilitate training for end users and peers.
• Communication, Collaboration, and Mentorship: Demonstrate clear and effective written and verbal communication, build collaborative relationships, adapt to change, mentor less experienced staff, provide constructive feedback, and pursue continuous professional development to support individual and team success.