Incident Management Analyst | PAM Health Corporate

Overview

Incident Managers assist in managing the lifecycle of incidents, from detection to resolution, directly resolving issues or coordinating issue resolution across towers and vendors. The role focuses on operational support, coordination, and documentation

Responsibilities

I. Position Responsibilities

· Incident Support: Assist in identifying, triaging, and escalating incidents based on severity and urgency

· Coordination: Liaise with technical teams, stakeholders, and management to ensure timely updates and resolution

· Documentation: Maintain accurate incident records, logs, and post-incident reports for auditing and analysis

· Process Compliance: Follow established incident management frameworks (e.g., ITIL) and organizational procedures

· Communication: Provide clear, concise updates to stakeholders on incident status, impact, and resolution progress

· Learning & Improvement: Participate in post-incident reviews, contribute to lessons learned, and support process enhancements

· Assist in Change Management processes

· Perform Root Cause analysis and Problem Management

· Technical Awareness: Understanding of IT operations, systems, and incident response workflows

· Communication: Ability to convey technical information to both technical and non-technical audiences

· Organizational Skills: Strong attention to detail, time management, and prioritization

· Collaboration: Comfortable working within cross-functional teams.

· Familiarity with Tools: Basic experience with incident management platforms (e.g., ServiceNow, Jira) is advantageous

· Maintains accurate documentation, dashboards, operating procedures, process maps, knowledge articles, service catalog information, change records, incident records, post-incident reviews, vendor performance reports, and leadership reporting. Ensures reporting is actionable, accurate, timely, and used to drive accountability and continuous improvement.

 

II. Leadership

· Inclusiveness: Promotes cooperation, fairness and equity; shows respect for people and their differences; works to understand perspectives of others; demonstrates empathy; brings out the best in others and in his/her team

· Managing Staff: Coaches, evaluates, develops, and inspires staff; sets expectations; recognizes achievements

· Stewardship and Resource Management: Demonstrates accountability and sound judgment in managing company resources; appropriate understanding of confidentiality and company values; adheres to and supports company policies, procedures and safety guidelines

· Problem-Solving: Identifies problems and involves others in seeking solutions; conducts appropriate analysis and searches for best solutions; effectively and efficiently implements appropriate responses to correct problems; responds promptly and effectively to new challenges

· Decision-Making: Makes clear, consistent decisions; acts with integrity in all decisions; distinguishes relevant from irrelevant information; makes timely, appropriate decisions.

· Strategic Planning and Organizing: Understands company vision and aligns priorities accordingly; measures outcomes; uses feedback to redirect as required; evaluates alternatives; appropriately organizes complex issues to desirable resolution

· Communication: Connects with peers, subordinate employees and all customers; actively listens; clearly and effectively shares information; demonstrates effective oral and written communication skills; negotiates effectively.

· Quality Improvement: Strives for efficient, effective, high-quality performance in self and in the department; delivers timely and accurate results; resilient when responding to matters that are challenging; takes initiative to make improvements

· Leadership: Motivates others; accepts responsibility; maintains high morale in department; develops trust and credibility; expects honest and ethical behavior of self and staff

· Teamwork: Encourages cooperation and collaboration; builds effective teams; works in partnership with others; is flexible; responsive to the needs of others

· Development: Maintains up-to-date skills through involvement with professional organizations and/or continuing education

 

II. Customer Service

· Maintains the highest level of customer service via courtesy, compassion, and positive communication.

· Promotes the mission and vision of PAM Health within the work environment and the community.

· Respects dignity and confidentiality by adherence to all applicable policies and procedures.

· Must possess interpersonal, written and verbal communication skills required for effective interaction with medical providers, case managers, patient assessment coordinators (PAC), and wound care managers

· Must communicate frequently in a tactful and diplomatic manner with medical providers, case managers, PACs, and wound care managers including clear and concise querying

· Must promote customer satisfaction by way of prompt and courteous service to internal and external customers

 

III. Health and Safety

· Works in a manner that promotes safety; wears clothing appropriate to the performance of the job.

· Participates in OSHA required training.

· Follows universal precautions as appropriate for position; complies with Employee Health requirements for continued employment.

· Reports unsafe practices to management.

· Knows own role in case of an emergency.

Qualifications

· Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, Healthcare Administration, or a related field required. Master’s degree preferred. ITIL certification preferred. ServiceNow administration, implementation, or platform certification preferred. Additional certifications in project management, change management, or process improvement are beneficial.

· Experience: Entry-level to 1–2 years in IT support, operations, or related fields

· Experience: Demonstrated experience establishing standards, improving service delivery, managing vendors, and driving accountability across cross-functional IT teams.

· Certifications: ITIL Foundation or equivalent incident management training is a plus

Knowledge, Skills, and Abilities:

· Strong knowledge of ITIL-based ITSM practices, including incident, major incident, problem, change, request, knowledge, configuration, service catalog, service level, and continual improvement processes.

· Strong understanding of ServiceNow platform capabilities, governance, workflow design, reporting, upgrades, and user adoption.

· Ability to manage vendor performance, service level expectations, operational reviews, escalations, and contractual commitments.

· Strong communication skills with the ability to translate technical issues into clear operational and executive-level updates.

· Ability to lead high-pressure incident response activities, coordinate multiple teams, and maintain calm, structured communication during service disruption.

· Ability to develop, implement, and enforce enterprise standards while maintaining strong partnerships with IT, operations, clinical, administrative, and vendor stakeholders.

· Strong analytical, organizational, documentation, reporting, and process improvement skills.

· Demonstrated ability to lead change, influence without direct authority, and drive adoption of consistent practices across a geographically distributed organization.