Job Description: About the Job:The Senior IT Service Management (ITSM) Operations Analyst serves as a highly detail-oriented individual contributor responsible for designing, leading, coordinating, and reinforcing the execution of IT service management (ITSM) processes, with primary focus on Incident Management, Major Incident Response (IROC), Problem Management, and Change Enablement. Reporting to the Senior Manager, ITSM Process & Innovation, this role provides centralized IT operational leadership and real-time execution discipline across IT service management activities. This position serves as a designated Incident Commander and operational authority during service disruptions, ensuring incidents are triaged, escalated, communicated, and resolved in a timely, structured, and consistent manner.
What You'll Do:- The essential job functions of this position include the following. These functions are fundamental to the role and cannot be reassigned to other employees
- Lead and direct IT incident response activities, including serving as Incident Commander during service disruptions and major incidents. These activities occur during or outside of routine work hours
- Coordinate and orchestrate cross-functional response efforts to restore services and minimize operational, clinical, and business impact
- Facilitate incident bridge calls and manage real-time communication, ensuring structured progression toward service restoration
- Document incident timelines, actions, decisions, and outcomes accurately and in real time
- Lead structured root cause analysis (RCA) and post-incident review activities, including identification of corrective actions
- Ensure adherence to IT service management processes, including Incident, Problem, and Change practices.
- And more.
Who You Are: Education: Bachelor's degree in Healthcare, Information Technology, Business, or related field (or equivalent substantial progressive work experience, certifications, and education), Required
Licensure/certification: ITIL Foundation Certification within 6 months of hire and Epic certification(s) in one or more application modules, Required
Experience: Minimum of 7 years of experience in IT or healthcare IT environments with significant exposure to Epic EHR/Environments, Required
Why You'll Love Us:- Health, dental, prescription, and vision coverage for full-time & part-time employees
- Short-term disability, long-term disability, and life insurance coverage
- Competitive pay
- Tuition Reimbursement
- 403(b) Retirement Savings Plan
And more!
Work Shift: M-F 8-5
