[Hiring] Incident Command Center Analyst @Edera

Role Description

The Incident Command Center Analyst will directly support client delivery with a focus on demonstrating value and impact delivered. The Incident Command Center Analyst monitors and manages incident lifecycles within the command center, capturing intake logs, escalating issues, and delivering daily trend insights and status summaries. This role drives cross-functional coordination to maintain situational awareness, supports incident handoffs, and provides data-driven reporting to optimize response times and outcomes.

Qualifications

• Bachelor’s Degree and 5+ years of experience supporting IT operations, command centers, help desks, incident management, ticketing systems, service delivery, operations monitoring, or escalation management. Additional relevant experience may substitute for degree.
• Minimum of 6 years supporting incident command, command center operations, IT service management, or related fields.
• Proven experience with incident lifecycle management, escalation coordination, and trend analysis.

Requirements

• Expert knowledge of incident management principles, command center operations, and escalation protocols.
• Proficient in analyzing incident trends, aging issues, and defect lifecycle data.
• Strong ability to document workflows, track incident progress, and synthesize complex information.
• Exceptional communication and collaboration skills to interface with technical and operational stakeholders.
• Proficiency with incident management tools (e.g., ServiceNow, Jira, Remedy) and reporting platforms.
• Strong skills in Excel or BI tools (e.g., Power BI, Tableau) for trend analysis and dashboard reporting.
• Familiarity with ITIL frameworks and incident response best practices is essential.

Benefits

• Type of Employment: 1099 with other employment opportunities based on individual performance and business need.
• Work Location/Travel: Applicants must be unencumbered by travel restrictions. Heavy travel during periods of system implementations.
• Hourly Rate Range: $39.21 - $47.02. Factors considered in determining final pay include relevant work experience, skills, certifications, competencies, geographic location, education, and contract provisions.
• Role Reports to: Project Manager.
• Direct Reports: This role has no direct reports.

Company Description

Edera L3C is a fast-growing healthcare consultancy that addresses today’s issues and helps create tomorrow’s solutions by connecting the brightest minds in healthcare. Our team of management, technology, and creative services consultants work collaboratively with industry experts who bring deep experience and expertise to create transformational business solutions. We believe complex challenges and multi-faceted opportunities call for multi-disciplinary approaches and that’s how we work. We transform healthcare by bringing industry best practices from the private sector to the public sector, and the public sector to the private sector. Edera is an L3C (a variation of a limited liability company) that places “purpose before profit;” a social enterprise venture. This means we are focused on a socially beneficial mission to transform organizations rather than being driven to maximize income. Profits beyond our business sustainability goals are reinvested into communities or clients.