Key skills
ITSMServiceNow
About this role
Role Overview
- Facilitates the coordination and restoration of services impacting key technology platforms and applications
- Serves as a central point of contact for high-priority incidents, driving timely resolution while minimizing business impact
- Responsible for managing the full lifecycle of incidents from detection through resolution
- Makes incident prioritization decisions based on the Enterprise Priority Matrix
- Communicates timely, clear, and actionable updates to enterprise stakeholders
- Prepares and distributes post-incident summaries, and executive-level notifications
- Escalates issues appropriately and ensures accountability across support teams and vendors
- Partners with Problem Management to ensure incidents with recurring patterns are addressed structurally
- Identifies trends and recommending improvements to tools, processes, and operational practices
- Supports continuous improvement initiatives, including automation and process optimization
- Participates in on-call or escalation rotations for off-hours incident support
Requirements
- 2+ years of Incident Management experience
- Ability to lead cross-functional teams under pressure
- Previous experience in the healthcare industry
- Experience sending notifications to business, technical and executive stakeholders
- Experience with ITSM tools such as ServiceNow
- Strong analytical and problem-solving capabilities
Tech Stack
- ITSM
- ServiceNow
Benefits
- medical, dental and vision benefits
- 401(k) retirement savings plan
- time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
- short-term and long-term disability
- life insurance