Incident Management Lead – Federal Healthcare

Huron•Chicago, IL

8d•Hybrid

About The Position

Huron is seeking an Incident Watch Officer to support a federal healthcare client’s electronic medical record implementation and sustainment, with a focus on live-site deployment and ongoing support. The position is based in Washington, DC, and much of the work can be performed virtually. The role oversees incident-management operations, including issue tracking, reporting, and resolution, and uses tools such as ServiceNow and PowerBI to create reports and dashboards for executive stakeholders. The role requires rapidly and accurately assessing incidents’ functional and clinical impacts and communicating them clearly to local VA clinical and operations leadership. The Incident Watch Officer is expected to understand revenue-cycle and clinical workflows enabled by the Oracle Health EHR, coordinate with client, contractor, team, and Oracle representatives, and prepare updates and briefings for senior management. The position also supports developing and documenting processes and standards, coordinating compliance, reviewing incident data repositories for quality, and identifying and escalating risks. The role requires strong communication across technical, clinical, and operational project teams, the ability to manage multiple tasks independently, and the ability to learn and execute without continuous direction. Federal consulting or experience with the DoD, VHA, or MHS is required. Travel to client sites nationwide may be required, up to 25%. Candidates must be U.S. citizens and comply with applicable client requirements, such as immunization and occupational health mandates. The position level is Consultant.

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).
U.S. citizenship.
Ability to travel to client sites nationwide, up to 25%, as required by client, enterprise, or project needs.
Compliance with applicable client requirements, such as immunization and occupational health mandates.
Ability to assess the functional and clinical impacts of incidents accurately and communicate those impacts clearly.
Understanding of 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 a focus on operations workflows.

Responsibilities

Support client operational activities, including incident-management tracking, briefing development, and maintenance and verification of dashboards.
Use tools such as ServiceNow and PowerBI to customize reports and dashboards for executive clients.
Monitor, update, and report on existing tickets in collaboration with multiple stakeholder groups.
Prepare regular updates and communications for senior management on key activities.
Coordinate with stakeholder groups, including executive leadership, to ensure timely and accurate reporting.
Facilitate data gathering and issue/incident update meetings with the client, other contractors, the team, and Oracle.
Rapidly assess and communicate the functional and clinical impact of incidents to local VA clinical and operations leadership.
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 checks of incident data repositories.
Identify risk areas and escalate activities and issues for resolution.