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

Baptist Health System, Inc.

3d

About The Position

The Service Management Analyst maintains continuity of core IT service management 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 management and change management.

The analyst drives problem records to resolution within service-level agreements, performs root-cause analysis, maintains accurate documentation and reporting, and supports process compliance across resolver teams. During major incidents, the analyst contributes to coordination and communication and helps enable timely resolution on bridge calls. The role also partners in change management to ensure changes are reviewed, documented, and controlled.

The position follows established policies, processes, and procedures for designing, planning, delivering, operating, and controlling IT services. It covers incident, problem, service, and change management. The analyst performs assignments using guidelines, resolves straightforward problems, and receives moderate guidance, with more experienced team members providing direction on complex or unusual issues.

Requirements

• Bachelor’s degree required.
• 2–4 years of experience in IT service management, a NOC, service desk, or IT operations, with direct involvement in incident and/or problem management in a complex, high-availability environment.
• Working knowledge and experience in the job discipline, with the ability to build knowledge of the organization, its processes, and customers.
• Working knowledge of core infrastructure and application concepts, including networking, 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.
• Understanding of clinical and enterprise applications in a healthcare setting and how technical failures affect patient care and business operations.
• 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.
• Ability to communicate technical information clearly and promptly to leadership and non-technical audiences.
• Hands-on experience with ServiceNow or a comparable ITSM platform across Incident, Problem, and Change modules, including record management, knowledge-base articles, and reports and dashboards.
• Proficiency with Microsoft Office Suite, including Word, Excel, and PowerPoint.
• Superior verbal and written communication, attention to detail, and strong organizational skills.
• Understanding and awareness of ITIL Problem and Incident Management processes and procedures.

Nice To Haves

• Healthcare experience.
• Experience with Performance Analytics.
• ITIL Foundations certification.
• ITIL Service Operations experience or certification.

Responsibilities

• Drive problem records to resolution within SLA and maintain accurate documentation and reporting.
• Perform root-cause analysis and develop and implement problem remediation plans, including action roadmaps and timelines.
• Lead problem management activities using a structured methodology, including RCA development and knowledge-base documentation.
• Enforce service management process compliance across resolver teams.
• Initiate and lead the bridge during major issues, coordinating activity and managing information disseminated through the mass notification tool.
• Support coordination, communication, and timely resolution during major incidents and bridge calls.
• Partner in change management to ensure changes are properly reviewed, documented, and controlled.
• Use ITSM tools to manage records and knowledge-base articles and build reports and dashboards tracking SLA performance, incident trends, and problem metrics.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level