ITSM Operations Analyst Senior - IT - Full Time

SolutionHealth; Rhode Island; On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Health, dental, prescription, and eye

Short-term & long-term disability

Tuition Reimbursement

403(b) Retirement Savings Plan

Job summary

SolutionHealth is hiring a Senior IT Service Management (ITSM) Operations Analyst. You will lead incident response as Incident Commander, coordinating cross-functional teams to restore services and minimize clinical and business impact.

You will document timelines and drive RCA and corrective actions within ITIL-aligned processes. The role requires ITIL Foundation and Epic certifications, a strong 7+ years IT/healthcare IT background, and a Bachelor’s degree.

Qualifications

• Bachelor’s degree or equivalent in Healthcare, IT, or Business.
• ITIL Foundation Certification within 6 months of hire.
• Epic certification(s) in one or more application modules.

Responsibilities

• Lead IT incident response as Incident Commander during disruptions.
• Coordinate cross-functional teams to restore services and minimize impact.
• Facilitate incident bridges and real-time communications.
• Document incident timelines, actions, and decisions in real time.
• Lead structured RCA and post-incident reviews with corrective actions.
• Ensure adherence to Incident, Problem, and Change processes.

Skills

Incident Management

Major Incident Response

Root Cause Analysis

Cross-functional Collaboration

Education

Bachelor's degree in Healthcare, IT, or Business

Tools

ITIL Foundation Certification

Epic Certification(s)

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.

Responsibilities

• 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.

Qualifications

• 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

Benefits

• 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.