Service Management Analyst, IS Service Management, Remote Eligible, Baptist Digital Solutions Center

Baptist Health•Jacksonville, FL

About The Position

The Service Management Analyst maintains continuity of core IT service management (ITSM) process functions within Baptist Health’s Service Management team. The role supports day-to-day problem and incident management across Baptist Health IS, with regular involvement in major incident and change management. Its primary focus is driving problem records to resolution within service-level agreements, conducting root-cause analysis, maintaining accurate documentation and reporting, and promoting process compliance across resolver teams. The analyst also supports major incidents through coordination, communication, and timely resolution on bridge calls, and partners in change management to help ensure changes are reviewed, documented, and controlled. The position applies structured policies, processes, and procedures for designing, planning, delivering, operating, and controlling IT services. The analyst works across incident, problem, service, and change management, handling assignments using established guidelines and seeking guidance on complex or unusual problems. The role receives moderate direction from more experienced team members and is expected to continue building knowledge of the organization, its processes, and its customers. Baptist Health is a locally governed, faith-based, not-for-profit health system serving Northeast Florida through more than 200 locations and six hospitals. The position is based at the Baptist Digital Solutions Center in Jacksonville, Florida, and is described as remote eligible.

Requirements

Bachelor’s degree required.
2–4 years of experience in an IT service management, NOC, service desk, or IT operations role, with direct involvement in incident and/or problem management in a complex, high-availability environment.
Working knowledge of infrastructure and application concepts, including networking (DNS, firewalls, VPN, and load balancers), servers and virtualization, Active Directory and identity/access, databases, cloud services, and integrations/interfaces.
Ability to follow technical troubleshooting and ask informed questions of resolver teams.
Experience with structured root-cause analysis methods such as 5 Whys, Fishbone/Ishikawa, timeline reconstruction, or Kepner-Tregoe.
Experience with monitoring, alerting, and communication tools, including event monitoring platforms, mass notification systems, and Microsoft Teams for bridge coordination.
Hands-on experience with ServiceNow or a comparable ITSM platform across Incident, Problem, and Change modules, including record management and knowledge base articles.
Proficiency with Microsoft Office Suite, including Word, Excel, and PowerPoint.
Superior verbal and written communication, attention to detail, and strong organizational skills.
Understanding of ITIL Problem and Incident Management processes and procedures; ITIL Foundations certified.
Ability to apply a structured methodology to lead problem management activities, including RCA development and knowledge-base documentation.

Nice To Haves

Healthcare experience in a complex, high-availability environment.
Familiarity with clinical and enterprise applications in a healthcare setting, such as Epic, interfaces, and end-user devices, and understanding of how technical failures affect patient care and business operations.
ITIL Service Operations experience or certification.
Experience with Performance Analytics.

Responsibilities

Maintain core ITSM process functions within the Service Management team.
Drive problem records to resolution within SLA and track remediation actions through completion.
Perform root-cause analysis and develop problem remediation plans, including action roadmaps and timelines.
Maintain accurate problem documentation, knowledge base documentation, reporting, and process records.
Enforce incident and problem management process compliance across resolver teams.
Initiate and lead the bridge during major issues, coordinating information and using a mass notification tool to disseminate updates.
Support coordination, communication, and timely resolution during major incidents and bridge calls.
Partner in change management to help ensure changes are reviewed, documented, and controlled.
Use structured problem management methods to lead problem activities, develop RCAs, and document knowledge.
Create or use reports and dashboards to track SLA performance, incident trends, and problem metrics.
Translate technical details into timely, clear updates for leadership and non-technical audiences.