Senior ITSM Incident Commander & Change Lead

SolutionHealth

Connecticut

On-site

USD 95,000 - 130,000

Full time

9 days ago

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Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Prescription coverage

Tuition reimbursement

403(b) Retirement Savings Plan

Short-term disability

Long-term disability

Life insurance

Job summary

SolutionHealth is seeking a Senior ITSM Operations Analyst to design, lead, and reinforce ITSM processes, focusing on Incident Management, Major Incident Response, Problem Management, and Change Enablement. The role reports to the Senior Manager, ITSM Process & Innovation and serves as Incident Commander during service disruptions to ensure timely triage, escalation, and restoration.

The ideal candidate has a Bachelor’s degree, ITIL Foundation, Epic certifications, and 7+ years in IT/healthcare

Qualifications

Bachelor’s degree in Healthcare, IT, Business, or related field (or equivalent substantial progressive work experience)
ITIL Foundation Certification within 6 months of hire
Epic certification(s) in one or more application modules
Minimum of 7 years of experience in IT or healthcare IT environments with significant exposure to Epic EHR/Environments

Responsibilities

Lead IT incident response activities as Incident Commander during service disruptions and major incidents
Coordinate cross-functional response efforts to restore services and minimize impact
Facilitate incident bridge calls and manage real-time communication
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 IT service management processes: Incident, Problem, and Change