Senior ITSM Operations Analyst — Incident Commander Remote

Solution for Health International; Manchester (NH); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision coverage

Short-term disability

Long-term disability

Life insurance

Tuition reimbursement

403(b) retirement plan

Job summary

SolutionHealth is seeking a Senior ITSM Operations Analyst to design, lead, and enforce IT service management processes across Incident, Problem, and Change Enablement. You will act as Incident Commander during major outages, coordinating cross-functional responses and ensuring timely restoration.

The role requires a Bachelor’s degree, ITIL Foundation, Epic certifications, and at least 7 years of IT or healthcare IT experience with Epic EHR environments.

Qualifications

• Bachelor’s degree or equivalent substantial progressive work experience, certifications, and education.
• ITIL Foundation Certification within 6 months of hire and Epic certification(s) in one or more application modules.

Responsibilities

• Lead and direct IT incident response activities, including serving 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 for structured service restoration.
• 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, including Incident, Problem, and Change practices.

Skills

Incident management

Major incident response

Change enablement

Root cause analysis

ITSM processes

Cross-functional coordination

Education

Bachelor’s degree in Healthcare/Information Technology or related field

Tools

Epic EHR

Job description

SolutionHealth is seeking a Senior ITSM Operations Analyst to design, lead, and enforce IT service management processes across Incident, Problem, and Change Enablement. You will act as Incident Commander during major outages, coordinating cross-functional responses and ensuring timely restoration.

The role requires a Bachelor’s degree, ITIL Foundation, Epic certifications, and at least 7 years of IT or healthcare IT experience with Epic EHR environments.