ITSM Operations Analyst Senior - IT - Full Time

SolutionHealth; New Hampshire; On-site; USD 90,000 - 130,000; Full time

Job summary

SolutionHealth is seeking a Senior IT Service Management Operations Analyst to lead incident response, coordinate cross-functional efforts, and ensure timely recovery of IT services. The role reports to the Senior Manager, ITSM Process & Innovation and acts as Incident Commander during major disruptions.

Required are a Bachelor’s in Healthcare/IT, ITIL Foundation within 6 months, Epic certifications, and 7+ years in IT/healthcare IT with Epic EHR exposure.

Qualifications

• Bachelor’s degree in Healthcare, IT, or related field, or equivalent experience.
• ITIL Foundation Certification within 6 months of hire.
• Epic certification(s) in one or more module(s).
• Minimum 7 years of IT or healthcare IT experience with Epic EHR exposure.

Responsibilities

• Lead IT incident response activities and serve as Incident Commander during incidents.
• Coordinate cross-functional response efforts to restore services and minimize impact.
• Facilitate incident bridge calls and real-time communications for restoration.
• Document incident timelines, actions, decisions, and outcomes in real time.
• Lead RCA and post-incident reviews with corrective actions.

Skills

Incident management

IT service management

Cross-functional coordination

Incident Commander

Root cause analysis

Communications

Education

Bachelor’s degree in Healthcare/IT

Tools

Epic EHR

ITSM software

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.

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!