IT Major Incident Management Analyst-Remote at Press Ganey Associates, LLC in South Bend, Indiana

Job Description:

About Press Ganey

Press Ganey pioneered the health care performance improvement movement 35 years ago. Today Press Ganey offers an integrated suite of solutions that enable enterprise transformation across the patient journey. Delivered through a cutting-edge digital platform built on a foundation of data security, Press Ganey solutions address safety, clinical excellence, patient experience, and workforce engagement. The company works with more than 41,000 health care facilities in its mission to reduce patient suffering and enhance caregiver resilience to improve the overall safety, quality, and experience of care.

Position Description/Overview:

The Major Incident Management Analyst is one of the key members of the Service Delivery Team responsible for all aspects of the Incident, Problem, Change and Configuration Management service and process within the IT organization. The Major Incident Management Analyst will work closely with IT teams (internal and external) to ensure service is restored as quickly as possible as to minimize the impact to business operations including the communication to all the parties involved and senior management. This position will be the point of contact and actively engage on all Major Incidents ensuring adequate and periodic communication is being sent and service is restored as quickly as possible. The person in this role will also help drive identifying the root cause of High priority incidents working with the respective team(s), escalate where needed. The analyst will collaborate with line of business (LOB) leads for ensuring that the teams are maintaining the Known Error Database and CMDB to enable quicker resolution of incidents. The analyst will work with other leads on the operations team to drive identify the various opportunities on continuous service improvement. This individual can sit at any Press Ganey domestic location or remote.

Duties & Responsibilities:

• Manage and lead the end-to-end Incident and Problem Management service.


• Chair Major Incident Conference calls and Group chats and drive Major Incidents towards resolution including timely notifications.


• Coordinates with various support groups for resolution and ensure escalation mechanisms are followed.


• Suggest changes around Incident, Problem and Configuration management processes and procedures and ensure effective implementation and governance.


• Monitor critical and high priority incidents to ensure the Service Level Agreements are met.


• Partner with other analysts providing inputs to define and manage KPI's through process compliance, dashboards, and vendor engagement.


• Standardize best practices across various teams (internal and external) approach based upon industry and enterprise best practices.


• Engage and drive the incident management meetings and timely closure of root cause analysis for critical and high priority incidents.


• Partner with various IT LOBs for the implementation of ITIL/ITSM processes and aim at continuous improvement.


• Evaluation/investigation and coordination of incidents and problems.


• Track and report on metrics for tickets assigned to and handled by the Support and Service Delivery teams.


• Drive continuous process improvement through various techniques but not limited to problem management, automation, shift left etc.

Qualifications:

• Associate degree in Computer Science or 3+ years relevant IT experience.


• 2-3 years experience with ITIL process (incident, problem, change and configuration management).


• 2+ years utilizing ITSM tools, ServiceNow preferred


• Experience with tracking incidents and providing dashboard views of issues/tickets across time.


• Individual is required to apply critical thinking and make sound judgment calls when dealing with major incidents.


• Individual should be able to prioritize in a scenario of multiple simultaneous outages.


• Critical incident management and process experience with experience in driving Major Outage resolution with multiple teams involved.


• Strong attention to detail, keen problem-solving skills, with experience performing impact and root cause analyses, recommending solutions, and supporting resolution efforts.


• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills.


• Advanced proficiency in excel including macros, charts and dashboards is mandatory.


• Strong interpersonal skills; customer - centric attitude.


• Excellent team player and team builder.


• Ability to navigate through a matrix organization to review and establish improved processes.


• Independent and proactive style.


• Excellent organizational skills especially a multi-location and multi-vendor teams.


• Having the ability of synthesizing data from multiple tracking and ticketing system.

Special Working Conditions:

Flexible to work between the hours of 8AM ET and 5PM ET including weekends and holidays with the possibility to flex up or down hours depending on business needs. 7x24 on call rotation is required for this position.

All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Press Ganey, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Press Ganey's employment policies. You will be notified during the hiring process which checks are required for the position.

In order to ensure a healthy and safe work environment, Press Ganey requires all of its associates to be fully vaccinated against COVID-19, or have an approved medical or religious exemption, prior to their start date to enter any of our locations or to visit with a client. Associates who cannot receive the vaccine because of a disability/medical contraindication or sincerely held religious belief may request an accommodation to this requirement.

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class.

Pay Transparency Non-Discrimination Notice - Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

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