Remote IT Service Management Analyst - Incident Lead

Baptist Health (Jacksonville); Jacksonville (FL); Remoto; USD 70.000 - 90.000; Tempo pieno

Descrizione del lavoro

Baptist Health is seeking a Service Management Analyst to join the IS Service Management team, remote eligible. The role centers on driving incident, problem, and change management within ITIL-aligned processes to ensure continuous service delivery in a high-availability healthcare environment.

You will perform RCA, maintain knowledge base documentation, and participate in major incidents and bridge calls, coordinating with resolver teams and leadership to meet SLA-driven resolutions.

Competenze

• 2–4 years of experience in IT service management, NOC, service desk, or IT operations, ideally in healthcare.

Mansioni

• Lead problem remediation plans and RCA development with KB documentation.
• Coordinate major incidents and bridge calls to ensure timely resolution.
• Maintain SLA-focused reporting and metrics across Incident, Problem, and Change.
• Collaborate with resolver teams and leadership to translate technical updates for non-technical audiences.

Conoscenze

ITSM

Incident management

Problem management

Change management

Root cause analysis

Microsoft Office

Communication skills

Monitoring tools

ServiceNow

Epic interfaces familiarity

Formazione

Bachelor’s Degree

Strumenti

ServiceNow

Epic

Microsoft Teams

Mass Notification Tool

Active Directory

Descrizione del lavoro

Baptist Health is seeking a Service Management Analyst to join the IS Service Management team, remote eligible. The role centers on driving incident, problem, and change management within ITIL-aligned processes to ensure continuous service delivery in a high-availability healthcare environment.

You will perform RCA, maintain knowledge base documentation, and participate in major incidents and bridge calls, coordinating with resolver teams and leadership to meet SLA-driven resolutions.