Incident Manager

Responsible for the service delivery management of incidents involving one or more applications. This includes all incident documentation, troubleshooting, analysis, discovery, resolution, and communication. Additionally, this position will be responsible for working with other teams including: corporate leadership, support vendors, other IS teams, and hospital staff. The Incident Manager also serves as the primary escalation point for complex incidents, prioritizes incidents, and engages pertinent stakeholders.

The Incident Manager will also be responsible for driving improved customer service to identify, analyze, and correct problems.

Other Responsibilities include but are not limited to:

-Incident Communication: End users, Facility leaders, Regional leaders, Executive team

-Incident Trending, Reporting, and Dashboards: drive the creation and delivery of high-level as well as detailed reporting

Additional responsibilities include, but are not limited to: serve as incident management liaison with the following: Leadership, clinical standard teams, vendor support teams, regional leadership, and customers.

-Bachelor’s Degree

-Minimum 5 years’ experience with healthcare information systems and technology

-Strong Cerner Millennium experience  

-Experience with all phases of ITIL service management: incident management, request management, change management, problem management, and continuous process improvement

-Experience with troubleshooting clinical applications

-Experience with ITSM systems and associated metrics. Remedyforce experience preferred.

-Strong customer service, coordination and interpersonal skills

-Excellent verbal and written communication skills

-Expert level knowledge of MS Excel for data analysis (pivot tables, graphs, Vlookup, etc.)

-Experience working with Business Intelligence reporting tools

Additional Experience with the following is preferred:

Partnering with vendors, support teams, advisory teams, and customers to drive process and service improvement

Planning, organizing, and facilitating software issue remediation activities

Reporting, monitoring, and resolution of process and IT system related issues.

Participating in EHR system implementations.

"US Citizens and Green Card Holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time. Odyssey does NOT work with third-party or subcontracting firms."