[Hiring] Senior ITSM Operations Analyst @SolutionHealth

Role Description

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
• Change Enablement

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.

The essential job functions include:

• Lead and direct IT incident response activities, including serving as Incident Commander during service disruptions and major incidents.
• 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.

Qualifications

• Bachelor’s degree in Healthcare, Information Technology, Business, or related field (or equivalent substantial progressive work experience, certifications, and education), Required.
• ITIL Foundation Certification within 6 months of hire and Epic certification(s) in one or more application modules, Required.
• Minimum of 7 years of experience in IT or healthcare IT environments with significant exposure to Epic EHR/Environments, Required.

Benefits

• 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

Company Description

SolutionHealth is an integrated health system uniquely focused on providing access to high-value, primary, and specialty care that meets the growing needs of the communities we serve. Our IT department is diverse, strategic, and innovative focusing on patients, community, clinicians, outcome, safety, and quality.