Senior ITSM Operations Lead | Incident Commander

Southern New Hampshire Health; Concord (NH); Hybrid; USD 100,000 - 140,000; Full time

Benefits offered by this job

Health & vision benefits

Disability insurance

Life insurance

Tuition reimbursement

403(b) retirement plan

Job summary

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

The role reports to the Senior Manager, ITSM Process & Innovation, and provides centralized IT operational leadership during service disruptions as Incident Commander, ensuring timely triage, escalation, and resolution.

Qualifications

• ,Bachelor’s degree in Healthcare, Information Technology, Business, or related field (or equivalent substantial progressive work experience)
• ITIL Foundation Certification within 6 months of hire and 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 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
• 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 ITSM processes including Incident, Problem, and Change practices

Skills

Incident management

Major incident response

Problem management

Change enablement

Incident Commander

Root cause analysis

Post-incident review

ITSM processes

Education

Bachelor's degree in Healthcare/IT or related field

ITIL Foundation Certification

Epic certification(s)

Tools

Epic EHR

Job description

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

The role reports to the Senior Manager, ITSM Process & Innovation, and provides centralized IT operational leadership during service disruptions as Incident Commander, ensuring timely triage, escalation, and resolution.