ITSM Analyst: Incident & Problem Lead, Remote

Baptist Health (Jacksonville); United States; Remoto; USD 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

Baptist Health is seeking a Service Management Analyst to support ITSM, incident, problem, and change management in a remote-eligible role. The position emphasizes RCA, root-cause analysis, and cross-team coordination to ensure service continuity in a healthcare environment.

Responsibilities include leading remediation efforts, maintaining documentation, and providing timely updates during major incidents. Strong knowledge of ITIL foundations and ServiceNow is beneficial.

Competenze

• 2–4 years in IT service management (healthcare setting preferred).
• Experience with Incident, Problem, and Change Management.

Mansioni

• Lead problem remediation plans and RCA development.
• Maintain knowledge base and reports; track SLA and trends.
• Coordinate major incidents on bridge calls and communications.
• Support change management processes to ensure proper review.
• Engage with resolver teams to ensure timely issue resolution.

Conoscenze

ITSM

Incident management

Problem management

Change management

Root-cause analysis

Formazione

Bachelor's Degree

Strumenti

ServiceNow

Descrizione del lavoro

Baptist Health is seeking a Service Management Analyst to support ITSM, incident, problem, and change management in a remote-eligible role. The position emphasizes RCA, root-cause analysis, and cross-team coordination to ensure service continuity in a healthcare environment.

Responsibilities include leading remediation efforts, maintaining documentation, and providing timely updates during major incidents. Strong knowledge of ITIL foundations and ServiceNow is beneficial.