Systems Analyst - Team Lead (IT Request Management)

Job Title: Systems Analyst - Team Lead (IT Request Management)

Location: Remote (Standard shift: 9:00 AM – 5:00 PM or 8:00 AM – 4:00 PM, flexible)

Purpose:

Under the general direction of the manager, the Systems Analyst – Team Lead will be responsible for overseeing IT Request Management within the IT Service Management Office (ITSMO). This individual will lead the end-to-end management of IT service requests, ensuring consistent processes, stakeholder satisfaction, and alignment with business needs.

As the Team Lead, you will coordinate with cross-functional teams, facilitate the gathering of business and technical requirements, document and optimize workflows, and ensure seamless communication between operational and technical audiences. Strong leadership, a passion for process improvement, and a commitment to team culture and collaboration are essential for success in this role
Responsibilities:

• Lead the IT Request Management process across the organization, ensuring standardization and continuous improvement.
• Act as a liaison between stakeholders and technical teams to gather, analyze, and document requirements for IT service requests.
• Map and maintain end-to-end request fulfillment workflows, identifying gaps and recommending enhancements.
• Collaborate with service owners, business analysts, and technical teams to ensure request items align with service delivery goals.
• Facilitate and lead meetings, workshops, and design sessions with business and technical stakeholders.
• Translate complex technical concepts into clear, actionable language for various audiences.
• Ensure request catalog items are up-to-date, properly categorized, and aligned with service levels.
• Supervises a team as part of a technology operations program.
• Completes performance evaluations and coaches/mentors' staff.
• Facilitates successful completion of projects, tasks, and initiatives by embracing a team-first approach. Works in collaboration with multiple teams and offers feedback, where appropriate, to complete individual and group efforts.
• Work with ISD staff, clients and/or vendors to evaluate, develop, and implement solutions.
• Create and apply process improvement to increase product and service quality to achieve business objectives.
• Responds to unfamiliar, undefined, unexpected or unstable situations with the professionally prescribed standard response.
• Shows the ability to adjust and be flexible to change by adapting approach when necessary.
• Provides input on budget planning.
• Assure quality of information through business case and solution testing; validate results to initial business needs.
• Design and document system level, IS operations level, and/or end user level procedures to support business applications.
• Responsible for ensuring that service is provided to the ISD client community, patients, families and visitors, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.
• Proficiently applies IT methods, professional knowledge, and UPMC standards and practices.
• Responsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day to day work and projects.
• Responsible for continuous self-study, trainings, partnering with management, and/or seeking out opportunities to broaden scope to stay up to date with industry and organizational trends.
• Seeks feedback from management and team for development and effectively incorporates feedback into work and behaviors.
• Act as primary point of contact for team's Disaster Recovery Plan.
• Interacts with others successfully completes projects, tasks, and initiatives by embracing a team-first approach. Works in collaboration with team and offers feedback, where appropriate, to complete individual and group efforts. Shows the ability to adjust and be flexible to change by adapting approach when necessary.
• Mentors less experienced staff. May be asked to lead people when working on specialized IT and/or systemwide projects.
• • Performs in accordance with system-wide competencies/behaviors.
• • Performs other duties as assigned.
• • Performs in accordance with system-wide competencies/behaviors.
• • Performs other duties as assigned.

• Seven years of total related experience, including one year experience as a senior or lead, OR equivalent combination of education/experience.
• Professional knowledge of IT methods.
• Proficient understanding of IT strategy and how it relates to business objectives.
• Ability to successfully supervise projects to completion on time and within budget.
• Ability to make decisions or recommendations based on various types and amounts of information.
• Additionally, this position may be required to maintain a standby status as part of a rotation within the team.
• This requires 24 hours per day, 7 days per week availability during the standby period. The frequency varies based upon the number of colleagues in the rotation.

Top 3 Skills Needed:

• Leadership -. Strong leadership to ensure team productivity, morale, and accountability while also fostering professional development
• Analytics and Process Improvement Skills - analyze request trends, identify inefficiencies in processes, and recommend solutions that improve service and efficiency.
• Collaboration – Ability to work with all types of customers, from analysts to leadership, and ensure productive conversations especially when disagreements arise.

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran