VA EHRM- Incident Watch Officer
About The Position
The Incident Watch Officer plays a critical role in supporting the Client’s operational and incident management activities for a major electronic medical record modernization initiative. This position oversees the tracking, reporting, and resolution of incidents and issues, leveraging tools such as ServiceNow and PowerBI to develop customized dashboards and executive‑level reporting. The Incident Watch Officer collaborates across multiple stakeholder groups—including Client representatives, contractors, executive leadership, and Oracle—to ensure timely, accurate, and consistent communication. The role requires strong technical, analytical, and operational management capabilities, with a focus on maintaining incident workflows and supporting continuous improvement of processes, standards, and data repositories. Responsibilities include facilitating issue/incident update meetings, developing briefings, monitoring ticket activity, and ensuring compliance with established procedures. Although the role is based in Washington, DC, most work can be conducted virtually.
Requirements
- Bachelor’s degree and 5+ years of supporting operational and incident management activities for a major electronic medical record modernization initiative
- 2+ years of direct incident management and incident response for a software as a service (SaaS) managed EHR solution
- Strong analytical and reporting skills
- Experience with dashboards, reporting tools, or workflow management platforms
- Ability to coordinate and communicate across diverse stakeholder groups
- Experience preparing briefings or executive‑level communications
- Must be able to obtain a Position of Trust and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting
Nice To Haves
- Knowledge of privileged access reviews, encryption key lifecycle management, or zero‑trust security patterns
- Familiarity with HL7/FHIR security design
- Experience focused on incident workflows or operational command environments
- Experience with electronic medical record implementations
- Experience with ServiceNow, PowerBI, or similar reporting tools
- Background working with federal agencies, contractors, or large‑scale system deployments
Responsibilities
- Support operational incident management activities, including tracking, reporting, and briefing development.
- Monitor, update, and report on existing ServiceNow tickets and incident queues.
- Use technical tools (ServiceNow, PowerBI, or similar platforms) to customize dashboards and reports for executive‑level audiences.
- Prepare regular updates, briefings, and communication packages for senior leadership.
- Facilitate data gathering and issue/incident update meetings with Client teams, contractors, and Oracle representatives.
- Collaborate across stakeholder groups to ensure timely, accurate, and consistent reporting.
- Support development, documentation, and application of processes, procedures, and standards across assigned products/projects.
- Coordinate with stakeholders to ensure compliance with established processes.
- Organize, review, and conduct quality control assessments of incident data repositories.
- Identify risks and escalate issues requiring resolution.
- Evaluate existing incident response processes and recommend improvements to enhance accuracy and efficiency.
Benefits
- Variety of medical plan options, some with Health Savings Accounts
- Dental plan options
- Vision plan
- 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
- Full flex work weeks where possible
- Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
- 15 days of paid leave per calendar year to be used for vacations, personal business, and illness
- 10 paid holidays per year
- Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees
- Short and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
