Incident Command Center Analyst

Edera L3C; United States; Remote; USD 54,000 - 65,000; Full time

Job summary

Edera L3C is a fast-growing healthcare consultancy that connects leaders across management, technology, and creative services to transform healthcare. The Incident Command Center Analyst will monitor incident lifecycles, drive cross-functional coordination, and deliver data-driven insights to optimize responses and outcomes.

This role supports client delivery, with heavy travel during system implementations and a pay framework based on performance.

Qualifications

• Bachelor’s degree plus 5+ years in IT operations, incident and service management.
• Experience supporting incident command centers and ticketing systems.
• Proven ability to analyze incident trends and escalation data.

Responsibilities

• Oversee and maintain the incident intake log and escalation matrix.
• Generate daily trend insights and status summaries for stakeholders.
• Coordinate cross-functional teams during incidents and handoffs.
• Ensure accurate defect disposition and aging data for reports.
• Prepare command-center status inputs and handoff summaries.

Skills

Incident management principles

Command center operations

Data trend analysis

Stakeholder communication

Education

Bachelor’s Degree in IT/related field

Tools

ServiceNow

Jira

Power BI

Tableau

Job 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.

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.

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. There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

Role Reports to:

Project Manager

Direct Reports:

This role has no direct reports.

Responsibilities:

• Drives coordination and oversees collection and maintenance of the incident intake log.
• Develops and maintains the escalation matrix to streamline response channels.
• Establishes daily incident trend input, identifying patterns and actionable insights.
• Verifies defect disposition log entries and open-issue aging data for accuracy and relevance.
• Prepares command-center status inputs and command-center handoff summaries for operational continuity.
• Partners with incident response and support teams to refine processes and communication during incidents.
• Supports continuous improvement of incident tracking, reporting standards, and escalation workflows.

Knowledge and Skills Required:

• 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.

Education/Certification Required:

• Bachelor’s Degree and 5+ years of experience supporting IT operations, command centers, help desks, incident management, ticketing systems, service deliver, operations monitoring, or escalation management. Additional relevant experience may substitute for degree

Experience Required:

• 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.

Technical Skills Required:

• Proficiency with incident management tools (e.g., ServiceNow, Jira, Remedy) and reporting platforms.
• Strong skills in Excel or BI tolls (e.g., Power BI, Tableau) for trend analysis and dashboard reporting.
• Familiarity with ITIL frameworks and incident response best practices is essential.

Desirable (Not Required) Skills/Experience:

• Experience in large-scale command center environments or critical infrastructure incident operations.
• Exposure to automation tools, SIEM platforms, or orchestration solutions.
• Previous experience supporting on-call rotations.

All applicants must be US citizens and able to obtain a Public Trust clearance. Edera participates in the E-Verify program. Edera is a drug-free workplace.

Edera is an Equal Opportunity and Aff…

Edera prohibits discrimination against individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other category protected by law. Edera takes affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, or veteran status.