Senior ITSM Incident Commander – Healthcare IT

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

Benefits offered by this job

Health insurance

Dental/Vision coverage

Short-term disability

Long-term disability

Life insurance

Tuition Reimbursement

403(b) Retirement Savings Plan

Job summary

SolutionHealth is seeking a Senior IT Service Management (ITSM) Operations Analyst to lead ITSM processes with a focus on Incident, Major Incident Response, Problem, and Change Enablement within our healthcare IT environment.

You will act as Incident Commander during service disruptions, coordinate cross-functional response efforts, and ensure timely, structured communications and post-incident reviews to drive lessons learned and continuous improvement.

Qualifications

• Bachelor’s degree in Healthcare, IT, or related field (or equivalent experience)
• ITIL Foundation certification within 6 months of hire
• Epic certifications in one or more modules
• Minimum of 7 years IT or healthcare IT experience with Epic EHR environments

Responsibilities

• Lead and direct IT incident response as Incident Commander during incidents and major events.
• Coordinate cross-functional response efforts to restore services and minimize impact.
• Facilitate incident bridge calls and manage real-time communication for restoration.
• Document incident timelines, actions, decisions, and outcomes in real time.
• Lead root cause analysis and post-incident reviews with corrective actions.

Skills

Incident management

Incident Commander

Change enablement

Root cause analysis

Education

Bachelor's degree in Healthcare/IT/Business

Tools

Epic EHR

ITSM tooling

Job description

SolutionHealth is seeking a Senior IT Service Management (ITSM) Operations Analyst to lead ITSM processes with a focus on Incident, Major Incident Response, Problem, and Change Enablement within our healthcare IT environment.

You will act as Incident Commander during service disruptions, coordinate cross-functional response efforts, and ensure timely, structured communications and post-incident reviews to drive lessons learned and continuous improvement.