Senior Healthcare ITSM Incident Commander

SolutionHealth; East Windsor Hill (CT); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Health coverage

Vision coverage

Dental coverage

Tuition Reimbursement

403(b) Retirement Savings Plan

Job summary

SolutionHealth is seeking a Senior IT Service Management (ITSM) Operations Analyst to lead ITSM processes and act as Incident Commander during service disruptions. The role focuses on Incident Management, Major Incident Response, Problem Management, and Change Enablement, reporting to the Senior Manager, ITSM Process & Innovation.

You will coordinate cross-functional incident response, document timelines, and drive post-incident reviews to implement corrective actions while ensuring ITSM best

Qualifications

• Bachelor's degree or equivalent in Healthcare/IT/Business or related field with substantial experience.
• ItIL Foundation Certification within 6 months of hire and Epic certifications in one or more modules.
• Minimum 7 years of IT or healthcare IT experience with significant Epic EHR exposure required.

Responsibilities

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

Skills

Incident management

Major incident response

Root cause analysis

Change enablement

Documentation

Education

Bachelor's degree or equivalent

ITIL Foundation Certification

Epic certification(s)

Tools

Epic modules

Job description

SolutionHealth is seeking a Senior IT Service Management (ITSM) Operations Analyst to lead ITSM processes and act as Incident Commander during service disruptions. The role focuses on Incident Management, Major Incident Response, Problem Management, and Change Enablement, reporting to the Senior Manager, ITSM Process & Innovation.

You will coordinate cross-functional incident response, document timelines, and drive post-incident reviews to implement corrective actions while ensuring ITSM best