IT Systems Analyst
Company: Center for Elders' Independence
Location: Oakland
Posted on: January 21, 2026
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Job Description:
The Center for Elders' Independence is a PACE (Program of
All-Inclusive Care for the elderly) organization (PO) that uses an
interdisciplinary team approach for care planning and implementing
purposeful high quality, affordable, and integrated health care
services to the elderly. Our elderly meet PACE requirements as
prescribed by CMS and are referred to as participants. Our PO
includes Adult Day Health Centers and primary care clinics,
promoting participant autonomy, quality of life and the ability for
individuals to live in their communities The Position: The IT
Systems Analyst plays a key role in shaping how internal users
experience technology across the organization. This hybrid role
blends systems analysis, technical support, user advocacy, and
service improvement to ensure that IT solutions function
effectively and meet the real-world needs of employees. The Analyst
will support the end user, design user enablement strategies,
interpret service delivery data, and collaborate with IT and
business teams to enhance service quality, performance, and system
functionality. Ideal candidates will combine technical knowledge
with analytical problem-solving, project coordination skills, and a
strong customer-focused mindset. The salary range for the IT
Systems Analyst position at Center For Elders Independence is $
93,850 - $ 140,774 annual base salary. Salary is based on the
market for the position, as well as experience, skills, abilities
and work history. DUTIES AND RESPONSIBILITIES: - Partner with
end-users and business teams, to understand and identify pain
points, and translate them into technical or process improvements.
- Design and deliver scalable IT training programs that support
system adoption and improve operational efficiency. - Develop
user-facing documentation such as knowledge base articles, process
guides, and training videos to drive self-service and knowledge
retention. - Monitor service desk trends, system performance data,
and usage analytics to identify recurring issues and areas for
optimization. - Conduct root cause analysis for technical issues
and recommend long-term resolutions. - Contribute to service review
processes and lead initiatives to enhance system usability, reduce
friction points, and elevate customer satisfaction. - Participate
in intake and discovery sessions to capture business requirements
for new features, enhancements, and service offerings. - Support
the rollout of new IT solutions by contributing to change
management, training materials, and communication plans. - Assist
in user acceptance testing (UAT) and validation of new or updated
systems and tools to ensure functional alignment. - Serve as tier 1
and 2 technical support for complex technical issues; diagnose,
document, and triage them appropriately. - Track and analyze
service management data (via ITSM tools) to identify opportunities
for automation or process streamlining. - Engage with third-party
providers for system delivery, support, training, and
infrastructure services as needed. - Promote adherence to IT
policies, standards, and best practices; provide guidance to users
and stakeholders. - Actively contribute to cross-functional IT
projects, ensuring the user perspective and operational
requirements are represented. QUALIFICATIONS: - Bachelor's degree
in a computing-related discipline, or equivalent experience. - 5
years of experience in IT systems analysis, technical support,
vendor management, or service delivery within a structured IT
environment (e.g., ITIL framework). - Proven ability to translate
technical challenges into business-relevant insights and solutions.
- Strong experience designing and delivering IT training to diverse
user groups. - Demonstrated success in process improvement
initiatives or service optimization projects. - Familiarity with
ITSM tools such as ServiceNow, Jira, Zendesk, or Freshservice. -
Hands-on experience with: - Microsoft 365 ecosystem (Exchange
Online, Teams, SharePoint, OneDrive) - Identity & access management
(Microsoft Entra ID, Active Directory) - Device lifecycle and
endpoint management tools (e.g., Intune, Autopilot) - Network
monitoring and troubleshooting (e.g., Cisco, SolarWinds) - Contact
Center solutions (e.g., Genesys, Five9, 8x8, Nice InContact) -
Strong interpersonal and communication skills—able to engage both
technical and non-technical stakeholders. - Excellent
documentation, knowledge management, and reporting capabilities. -
ITIL certification (v3 or v4) strongly preferred. - Microsoft 365
or similar technical certifications are a plus. "Be the bridge
between people and technology—help shape an IT experience that
empowers, not frustrates." Center for Elders' Independence is a
PACE (Program of All- Inclusive Care for the Elderly) organization
that uses an interdisciplinary team approach to care planning and
care implementation for the purpose of providing high quality,
affordable, integrated health care services to the elderly,
including an Adult Day Health Center, and promoting autonomy,
quality of life and the ability of individuals to live in their
communities. Unlike other healthcare plans, CEI is not a
"fee-for-service" plan. It is a "capitation" healthcare plan. CEI
is paid a set amount for each person enrolled in our program,
whether or not that individual seeks care. We are a growing company
that offers stability and continues to thrive.
Keywords: Center for Elders' Independence, Ceres , IT Systems Analyst, IT / Software / Systems , Oakland, California
