Analyst-Major Incident Response-Senior

About the position Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Information Services leadership team in the role of Analyst-Major Incident Response-Senior. This is a Direct Hire with Hybrid-Onsite requirements from the Shadeland location. Scope: Manages critical IT incidents to minimize business disruption and ensure timely resolution. Drives adherence to the major incident process by leading and coordinating resolution of major incidents, ensuring clear, timely communication to stakeholders and executives, and supporting continuous improvement through root cause analysis and problem management to prevent recurrence. Coordinates incident response across IS teams, vendors and managed service providers, documents all steps for post incident reviews and maintains accurate incident records. Analyzes incident trends and data to help prioritize problem management efforts and partners with System Incident Command and Change facilitators to proactively address systemic issues. Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states. IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana. Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.

Responsibilities

• Manages critical IT incidents to minimize business disruption and ensure timely resolution.
• Drives adherence to the major incident process by leading and coordinating resolution of major incidents, ensuring clear, timely communication to stakeholders and executives, and supporting continuous improvement through root cause analysis and problem management to prevent recurrence.
• Coordinates incident response across IS teams, vendors and managed service providers, documents all steps for post incident reviews and maintains accurate incident records.
• Analyzes incident trends and data to help prioritize problem management efforts and partners with System Incident Command and Change facilitators to proactively address systemic issues.

Requirements

• Bachelor's Degree or equivalent years of experience is required.
• Requires 5-7 years of relevant experience.
• Broad understanding of IT infrastructure (OS, Networking, Mainframe, Cloud) and experience creating SOP's.
• Demonstrated leadership, influence and negotiation skills.
• Experience with Service Now, SharePoint, Teams, and system monitoring platforms.
• Excellent telephone etiquette and verbal communication skills.
• Ability to work effectively under pressure with multiple priorities.
• Experience with Disaster Recovery/Business Continuity plans.
• Previous experience in IT roles like Service Desk/Help Desk/NOC.

Nice-to-haves

• ITIL 4 Certification; Lean or Six Sigma preferred.

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