Incident Management Lead – Federal Healthcare

Huron Consulting Services•Chicago, IL

7d•Hybrid

About The Position

Huron is hiring an Incident Management Lead to support a federal healthcare client’s electronic medical record implementation and sustainment. The role focuses on live-site deployment and ongoing operational support, including incident tracking, reporting, communication, and resolution coordination. The work is based in Washington, DC, with much of it able to be performed virtually; travel to client sites nationwide may be required up to 25% of the time. The Incident Watch Officer will use tools such as ServiceNow and PowerBI to maintain and verify dashboards and tailor reports for executive stakeholders. The role requires assessing the functional and clinical impact of incidents as they occur, communicating those impacts concisely to local VA clinical and operations leadership, and understanding revenue cycle and clinical workflows supported by the Oracle Health EHR. The position also supports the development and documentation of processes and standards, coordinates compliance with those processes, reviews incident data repositories for quality, and identifies and escalates risks. The person will work with client representatives, contractors, Oracle, and executive leadership to facilitate data gathering and incident update meetings, and to provide regular updates to senior management.

Requirements

Bachelor’s degree.
Strong communication skills and ability to work across technical, clinical, and operational project teams.
Ability to manage multiple tasks independently and learn and execute without continuous direction.
Previous federal consulting experience or experience working within the DoD, Veteran’s Health Administration (VHA), or Military Hospital System (MHS).
Must be a United States citizen.
Ability to travel up to 25% to client sites nationwide, as required by client, enterprise, or project needs.
Must comply with applicable client requirements, such as immunization and occupational health mandates.
Ability to understand functional revenue cycle and clinical workflows enabled by the Oracle Health EHR.

Nice To Haves

Experience with electronic medical record implementation and support for a large federation, especially revenue cycle, ambulatory, and inpatient workflows.
Familiarity with ServiceNow, PowerBI, or similar tools for reporting and dashboard customization.
Knowledge of incident management processes and tools.
Experience working with federal agencies or large-scale system deployments.
Knowledge of ITSM escalation workflows, major incident communications, ServiceNow triage, and outage recovery, with an operations-workflow focus.

Responsibilities

Support client operational activities, including incident-management tracking, briefing development, and dashboard maintenance and verification.
Use tools such as ServiceNow and PowerBI to customize reports and dashboards for executive stakeholders.
Collaborate with stakeholder groups to monitor, update, and report on existing tickets.
Prepare regular updates and communications for senior management on key activities.
Collaborate with stakeholders, including executive leadership, to ensure timely and accurate reporting.
Facilitate data gathering and issue or incident update meetings with the client, other contractors, the team, and Oracle.
Support development and documentation of processes and standards, and apply them to assigned products and projects.
Coordinate with stakeholders to ensure compliance with established processes.
Organize, review, and perform quality control of incident data repositories.
Identify risk areas and escalate activities and issues for resolution.
Assess the functional and clinical impact of incidents and clearly communicate impacts to local VA clinical and operations leadership.