IT Systems Analyst - Tech Focused

- Collaborate with end-users and business teams to identify pain points and translate them into technical or process enhancements - Create and deliver scalable IT training initiatives to promote system adoption and improve operational efficiency - Develop user-facing documentation such as knowledge base articles, process guides, and instructional videos to encourage self-service and knowledge retention - Monitor service desk patterns, system performance metrics, and usage analytics to identify consistent issues and areas for improvement - Conduct root cause analysis for technical challenges and propose long-term solutions - Participate in service review processes and lead efforts to improve system usability and enhance customer satisfaction - Engage in intake and discovery sessions to gather business requirements for new features and service offerings - Support the implementation of new IT solutions through change management, training content, and communication strategies - Assist in user acceptance testing (UAT) and validate new or updated systems to ensure functional alignment - Provide tier 1 and tier 2 technical support for complex issues; diagnose and properly triage them - Track and analyze service management data to identify opportunities for automation or process refinement - Collaborate with third-party vendors for system delivery, support, training, and infrastructure services as required - Ensure adherence to IT policies, standards, and best practices; advise users and stakeholders accordingly - Contribute to cross-functional IT projects by ensuring user perspective and operational needs are represented