ITSM Operations Analyst Senior - IT - Full Time

SolutionHealth; Bristol (RI); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Prescription coverage

Tuition Reimbursement

403(b) Retirement Savings Plan

Short-term disability

Long-term disability

Life Insurance

Job summary

SolutionHealth in Bristol, RI seeks a Senior ITSM Operations Analyst to lead incident management, major incident response, and change enablement across healthcare IT environments, including Epic EHR. The role reports to ITSM leadership and guides cross-functional teams for timely service restoration.

The position requires a Bachelor’s degree in Healthcare/IT (or equivalent experience), ITIL Foundation within 6 months, and Epic certifications.

Qualifications

• Degree in healthcare, IT, or related field; substantial experience considered
• ITIL FoundationCertification completed within 6 months of hire
• Epic certification(s) in one or more modules required

Responsibilities

• Lead ITSM process execution focusing on Incident, Problem, and Change Enablement
• Act as Incident Commander during service disruptions and major incidents
• Coordinate cross-functional response efforts to restore services
• Facilitate incident bridge calls and real-time communications
• Document incident timelines, actions, decisions, and outcomes promptly
• Lead RCA and post-incident reviews with corrective actions implemented

Skills

Incident Management

Major Incidents

Root Cause Analysis

ITIL

Epic EHR

Education

Bachelor’s degree in Healthcare/IT

ITIL Foundation Certification

Epic certification(s)

Tools

Epic Systems

Job description

Come work at the best place to give and receive care!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. It's an exciting time at SolutionHealth as we continue to advance our technology platforms.

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.

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.

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

Experience: Minimum of 7 years of experience in IT or healthcare IT environments with significant exposure to Epic EHR/Environments, Required

Health, dental, prescription, and vision coverage for full-time & part-time employees

• ~ Short-term disability, long-term disability, and life insurance coverage
• ~ Tuition Reimbursement
• ~403(b) Retirement Savings Plan

Work Shift:

M-F 8-5 SolutionHealth is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, disability status, veteran status, or any other characteristic protected by law.