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Service Management Analyst
Baptist Health. Maintain continuity of core ITSM process functions within the Service Management team .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Management processes, particularly in Incident and Problem Management, with a strong focus on root-cause analysis and compliance in a healthcare environment. Proficient in utilizing ITSM tools like ServiceNow and effective communication strategies to ensure timely resolution and documentation.
Highest-signal resume keywords
ITIL Foundations CertifiedServiceNow ITSM ExperienceRoot-Cause Analysis MethodsHealthcare IT ExperienceSLA Performance Tracking
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementProblem ManagementRoot-Cause AnalysisNetworking KnowledgeActive DirectoryCloud ServicesDatabase ManagementReport BuildingDashboard CreationChange Management
Soft Skills
Verbal CommunicationWritten CommunicationAttention to DetailOrganizational Skills
Tools & Technologies
ServiceNowMicrosoft TeamsMass Notification SystemsEvent Monitoring PlatformsMicrosoft Office Suite
Certifications & Qualifications
ITIL Foundations CertificationITIL Service Operations Certification
Industry Keywords
IT Service ManagementHealthcare ITHigh-Availability EnvironmentClinical ApplicationsEnterprise Applications
Tech Stack
Tools & technologiesCloudDNSFirewallsITSMServiceNow
About the role
Key responsibilities & impact- Maintain continuity of core ITSM process functions within the Service Management team
- Execute problem and incident management across Baptist Health IS
- Drive problem records to resolution within SLA
- Perform root-cause analysis
- Maintain accurate documentation and reporting
- Enforce process compliance across resolver teams
- Initiate the leadership bridge during major issues
- Coordinate communication and information dissemination using a mass notification tool
- Implement problem remediation plans, including roadmaps with actions and timelines
- Lead problem management activities, including RCA development and knowledge-base documentation
- Contribute to major incident management through coordination, communication, and timely resolution on bridge calls
- Partner in change management to ensure changes are properly reviewed, documented, and controlled
- Build reports and dashboards to track SLA performance, incident trends, and problem metrics
- Translate technical details into clear, timely updates for leadership and non-technical audiences
Requirements
What you’ll need- 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 (healthcare preferred)
- Working knowledge of networking (DNS, firewalls, VPN, load balancers), servers and virtualization, Active Directory and identity/access, databases, cloud services, and integrations/interfaces
- Familiarity with clinical and enterprise applications in a healthcare setting, such as Epic, interfaces, and end-user devices
- Experience with structured root-cause analysis methods, including 5 Whys, Fishbone/Ishikawa, timeline reconstruction, and Kepner-Tregoe
- Experience with monitoring, alerting, and communication tools, including event monitoring platforms, mass notification systems, and Microsoft Teams
- Hands-on experience with ServiceNow or a comparable ITSM platform across Incident, Problem, and Change modules
- Experience with record management, knowledge base articles, and building reports and dashboards to track SLA performance, incident trends, and problem metrics
- Proficiency with Microsoft Office Suite, including Word, Excel, and PowerPoint
- Understanding of ITIL Problem and Incident management processes and procedures
- ITIL Foundations certified; ITIL Service Operations experience/certified
- Superior verbal and written communication, attention to detail, and strong organizational skills
Benefits
Comp & perks- No benefits, perks, or compensation extras are specified in the posting