Incident Management Analyst

PAM Health

. Assist in managing the lifecycle of incidents from detection to resolution .

Posted 9/23/2026full-timePlano • Texas • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident management, including ITIL practices and ServiceNow platform capabilities, while effectively coordinating cross-functional teams and maintaining high standards of customer service. Possesses strong analytical and communication skills to drive process improvements and ensure accountability.

Highest-signal resume keywords

ITIL CertificationServiceNow AdministrationIncident ManagementRoot Cause AnalysisChange Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementService Level ManagementProcess ImprovementDocumentationReportingWorkflow DesignVendor ManagementOperational ReviewsData Analysis

Soft Skills

Strong CommunicationInterpersonal SkillsOrganizational SkillsLeadershipCustomer Service

Tools & Technologies

ServiceNowITIL FrameworkDashboardsKnowledge ArticlesChange Records

Certifications & Qualifications

ITIL CertificationServiceNow CertificationProject Management CertificationChange Management Certification

Industry Keywords

Healthcare AdministrationIT SupportOperationsContinuous ImprovementOSHA Compliance

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Assist in managing the lifecycle of incidents from detection to resolution
Identify, triage, and escalate incidents based on severity and urgency
Coordinate with technical teams, stakeholders, management, and vendors to ensure timely updates and resolution
Maintain accurate incident records, logs, dashboards, operating procedures, process maps, knowledge articles, service catalog information, change records, post-incident reviews, vendor performance reports, and leadership reporting
Follow established incident management frameworks, including ITIL, and organizational procedures
Provide clear and concise updates on incident status, impact, and resolution progress
Participate in post-incident reviews, contribute to lessons learned, and support process enhancements
Assist in change management processes
Perform root cause analysis and problem management
Support reporting that is actionable, accurate, timely, and used to drive accountability and continuous improvement
Coach, evaluate, develop, and inspire staff; set expectations and recognize achievements
Identify problems, conduct analysis, seek solutions, and implement appropriate responses
Make timely and appropriate decisions and organize complex issues toward resolution
Connect with peers, employees, customers, medical providers, case managers, patient assessment coordinators, and wound care managers
Maintain high customer service through courteous, compassionate, positive, prompt, and diplomatic communication
Promote the mission and vision of PAM Health
Respect dignity and confidentiality and follow applicable policies and procedures
Work safely, report unsafe practices, follow universal precautions, and understand emergency responsibilities

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Computer Science, Business Administration, Healthcare Administration, or a related field required
Master’s degree preferred
ITIL certification preferred
ServiceNow administration, implementation, or platform certification preferred
Additional certifications in project management, change management, or process improvement are beneficial
Entry-level to 1–2 years in IT support, operations, or related fields
Demonstrated experience establishing standards, improving service delivery, managing vendors, and driving accountability across cross-functional IT teams
ITIL Foundation or equivalent incident management training is a plus
Strong knowledge of ITIL-based ITSM practices, including incident, major incident, problem, change, request, knowledge, configuration, service catalog, service level, and continual improvement processes
Strong understanding of ServiceNow platform capabilities, governance, workflow design, reporting, upgrades, and user adoption
Ability to manage vendor performance, service level expectations, operational reviews, escalations, and contractual commitments
Strong communication skills with the ability to translate technical issues into clear operational and executive-level updates
Ability to lead high-pressure incident response activities, coordinate multiple teams, and maintain calm, structured communication during service disruption
Ability to develop, implement, and enforce enterprise standards while maintaining strong partnerships with IT, operations, clinical, administrative, and vendor stakeholders
Strong analytical, organizational, documentation, reporting, and process improvement skills
Demonstrated ability to lead change, influence without direct authority, and drive adoption of consistent practices across a geographically distributed organization
Must possess interpersonal, written, and verbal communication skills required for effective interaction with medical providers, case managers, patient assessment coordinators, and wound care managers
Must communicate frequently in a tactful and diplomatic manner with medical providers, case managers, patient assessment coordinators, and wound care managers
Must participate in OSHA-required training and comply with Employee Health requirements for continued employment

Benefits

Comp & perks

Participation in OSHA-required training
Employee Health requirements for continued employment
Continuing education and/or involvement with professional organizations to maintain up-to-date skills