ITSM Operations Analyst Senior - IT - Full Time

Southern New Hampshire Health; Concord (NH); Hybrid; USD 100,000 - 140,000; Full time

Benefits offered by this job

Health & vision benefits

Disability insurance

Life insurance

Tuition reimbursement

403(b) retirement plan

Job summary

SolutionHealth is seeking a Senior IT Service Management (ITSM) Operations Analyst to design and lead ITSM processes with a focus on Incident Management, Major Incident Response, Problem Management, and Change Enablement.

The role reports to the Senior Manager, ITSM Process & Innovation, and provides centralized IT operational leadership during service disruptions as Incident Commander, ensuring timely triage, escalation, and resolution.

Qualifications

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

Responsibilities

• Lead and direct IT incident response activities, including serving as Incident Commander during service disruptions and major incidents
• Coordinate cross-functional response efforts to restore services and minimize impact
• Facilitate incident bridge calls and manage real-time communication
• Document incident timelines, actions, decisions, and outcomes in real time
• Lead structured root cause analysis (RCA) and post-incident reviews with corrective actions
• Ensure adherence to ITSM processes including Incident, Problem, and Change practices

Skills

Incident management

Major incident response

Problem management

Change enablement

Incident Commander

Root cause analysis

Post-incident review

ITSM processes

Education

Bachelor's degree in Healthcare/IT or related field

ITIL Foundation Certification

Epic certification(s)

Tools

Epic EHR

Job description

Who We Are:

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.

About the Job:

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.

What You’ll Do:

• The essential job functions of this position include the following. These functions are fundamental to the role and cannot be reassigned to other employees
• Lead and direct IT incident response activities, including serving as Incident Commander during service disruptions and major incidents. These activities occur during or outside of routine work hours
• 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.
• And more.

Who You Are:

Education: Bachelor’s degree in Healthcare, Information Technology, Business, or related field (or equivalent substantial progressive work experience, certifications, and education), Required
Licensure/certification: 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

Why You’ll Love Us:

• 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!