Senior ITSM Operations Analyst — Incident Commander

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

Job summary

SolutionHealth is seeking a Senior IT Service Management Operations Analyst to lead incident response, coordinate cross-functional efforts, and ensure timely recovery of IT services. The role reports to the Senior Manager, ITSM Process & Innovation and acts as Incident Commander during major disruptions.

Required are a Bachelor’s in Healthcare/IT, ITIL Foundation within 6 months, Epic certifications, and 7+ years in IT/healthcare IT with Epic EHR exposure.

Qualifications

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

Responsibilities

• Lead IT incident response activities and serve as Incident Commander during incidents.
• Coordinate cross-functional response efforts to restore services and minimize impact.
• Facilitate incident bridge calls and real-time communications for restoration.
• Document incident timelines, actions, decisions, and outcomes in real time.
• Lead RCA and post-incident reviews with corrective actions.

Skills

Incident management

IT service management

Cross-functional coordination

Incident Commander

Root cause analysis

Communications

Education

Bachelor’s degree in Healthcare/IT

Tools

Epic EHR

ITSM software

Job description

SolutionHealth is seeking a Senior IT Service Management Operations Analyst to lead incident response, coordinate cross-functional efforts, and ensure timely recovery of IT services. The role reports to the Senior Manager, ITSM Process & Innovation and acts as Incident Commander during major disruptions.

Required are a Bachelor’s in Healthcare/IT, ITIL Foundation within 6 months, Epic certifications, and 7+ years in IT/healthcare IT with Epic EHR exposure.