ITSM Operations Lead - Incident Commander (Healthcare IT)

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

Benefits offered by this job

Health coverage

Disability & life insurance

Tuition reimbursement

403(b) plan

Job summary

SolutionHealth is seeking a Senior IT Service Management (ITSM) Operations Analyst to design, lead, and reinforce ITSM processes with primary focus on Incident Management, Major Incident Response, Problem Management, and Change Enablement. The role reports to the Senior Manager, ITSM Process & Innovation and serves as a designated Incident Commander during service disruptions.

The ideal candidate will have a Bachelor’s degree or equivalent, ITIL Foundation certification within 6 months, Epic

Qualifications

• Bachelor’s degree or equivalent progressive work experience in healthcare/IT.
• ITIL Foundation Certification within 6 months of hire is required.
• Epic certification(s) in one or more application modules required.
• Minimum of 7 years of IT or healthcare IT experience with significant Epic EHR exposure.

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 to operations.
• Facilitate incident bridge calls and manage real-time communication toward service restoration.
• 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 response leadership

Incident management

Cross-functional coordination

Root cause analysis

ITSM

Education

Bachelor's degree in Healthcare/IT/Business or equivalent

Tools

Epic EHR

ITIL Foundation

Job description

SolutionHealth is seeking a Senior IT Service Management (ITSM) Operations Analyst to design, lead, and reinforce ITSM processes with primary focus on Incident Management, Major Incident Response, Problem Management, and Change Enablement. The role reports to the Senior Manager, ITSM Process & Innovation and serves as a designated Incident Commander during service disruptions.

The ideal candidate will have a Bachelor’s degree or equivalent, ITIL Foundation certification within 6 months, Epic