Incident Management Analyst

PACS

12d•Hybrid

About The Position

Reporting to the Director of IT Support, the Incident Management Analyst is responsible for safeguarding the quality and consistency of the end-user support experience across all tiers of IT Support. While Tier 1, Tier 2, and Tier 3 resolve individual tickets, this role monitors the live flow of tickets and calls, audits work against service standards, catches tickets that have stalled or been misrouted, and performs service recovery by calling the end users when the experience falls short. The role also considers SLA and OLA performance, facilitates incident lifecycle handoffs across tiers, and follows problem records through to closure so that root cause work owned by Tier 2 and Tier 3 does not stall. The goal is a consistent, dependable standard of support for clinical and administrative staff across PACS' network of skilled nursing facilities, with nothing slipping through the cracks.

Requirements

Bachelor’s degree in information technology, Business Administration, or related field, or equivalent professional experience.
3+ years of experience in QA or service coordinator, IT Service desk, or related infrastructure/service delivery role.
Working knowledge of ITSM concepts including incident, request and problem management and ITIL v4 concepts.
Strong organizational skills with high attention to detail and data accuracy.
Experience working with Microsoft 365 / Azure environments and ITSM platforms along with QA tools. (E.g. RingCentral ACE, ServiceNow)
Ability to deliver customer service across multiple facility and users across many locations in the US
Strong written and verbal communication skills, including the ability to document processes and train staff.
Ability to work cross-functionally with multiple support teams and managers while remaining as a neutral facilitator.

Nice To Haves

Experience in a healthcare or skilled nursing/long-term care environment.
Familiarity with HIPAA/HITECH requirements as they relate to device and data handling.
Experience with ITSM Platforms like ServiceNow, including reporting, dashboards, and incident record auditing.
Experience with contact center platforms and call quality review (e.g., RingCentral, RingSense, or similar).
Experience administering or acting on CSAT survey programs and service recovery workflows.
Exposure to a tiered support model (Tier 1/2/3) and the escalation paths between tiers.
Certification such as ITIL v4

Responsibilities

Maintain real-time situational awareness of the incident, request, problem, and call queues across the support organization, proactively identifying where service levels are at risk before they become escalations.
Identify tickets that have gone unanswered, stalled, or lapsed without a timely update, and driving them back into motion regardless of owning tier.
Engage directly with affected users when warranted, confirming status, resetting expectations, and reinforcing that every request receives attention through resolution.
Uphold service quality standards by auditing tickets and calls for documentation rigor, timeliness, communication, and appropriate handling, surfacing gaps and inconsistencies across tiers for corrective action.
Monitor CSAT survey results and act on dissatisfying scores by calling users back to understand what went wrong, recover the relationship, and convert the feedback into insight about where service is breaking down.
Conduct regular audits of incident records to confirm tickets are categorized correctly, assigned to the appropriate groups, and progressing through the lifecycle as expected, coordinating proper handling for those that are stalled or misrouted.
Coordinate communication and handoffs across Tier 1, Tier 2, and Tier 3 during active incidents, particularly for high-priority or cross-team issues, serving as a neutral process facilitator without owning the technical resolution.
Track open problem records through to closure, maintaining current awareness of status and following up with the assigned Tier 2 and Tier 3 owners so that problems do not stall or get lost behind day-to-day incident work.
Act as an advocate for the end-user experience across the support organization, ensuring the standard of service remains consistent from first contact through resolution.
Observe how incidents are managed day to day, identify process gaps, propose improvements, and drive adoption of refinements through documentation, training touchpoints, and partnership with their team members.