Incident Management Analyst

PACS Group, Inc. is a holding company investing in post-acute healthcare facilities, professionals, and ancillary services. Founded in 2013, PACS Group is one of the largest post-acute platforms in the United States, operating 325 post-acute care facilities with 47,000 employees across 17 states serving over 31,000 patients daily. The PACS business support division, PACS Services, provides technology and administrative support—including accounting, finance, human resources, compliance, payroll, AR/AP, legal, risk management, information technology, and corporate communication—to reduce administrative burdens so leadership and care teams can focus on patient care and well-being.

About the role

Reporting to the Director of IT Support, the Incident Management Analyst safeguards the quality and consistency of the end-user support experience across all tiers of IT Support. While Tier 1, Tier 2, and Tier 3 resolve individual tickets, this role monitors the live flow of tickets and calls, audits work against service standards, catches stalled or misrouted tickets, and performs service recovery by contacting end users when the experience falls short. The role also ensures SLA and OLA performance, facilitates incident lifecycle handoffs across tiers, and follows problem records through to closure to prevent root cause work from stalling.

Responsibilities

• Maintain real-time situational awareness of incident, request, problem, and call queues across the support organization, proactively identifying where service levels are at risk before they escalate.
• Identify tickets that have gone unanswered, stalled, or lapsed without a timely update, and drive them back into motion regardless of owning tier.
• Engage directly with affected users when warranted, confirming status, resetting expectations, and reinforcing that every request receives attention through resolution.
• Uphold service quality standards by auditing tickets and calls for documentation rigor, timeliness, communication, and appropriate handling, surfacing gaps and inconsistencies across tiers for corrective action.
• Monitor CSAT survey results and act on dissatisfying scores by calling users back to understand what went wrong, recover the relationship, and convert feedback into insights about service breakdowns.
• Conduct regular audits of incident records to confirm tickets are categorized correctly, assigned to the appropriate groups, and progressing through the lifecycle as expected, coordinating proper handling for stalled or misrouted tickets.
• Coordinate communication and handoffs across Tier 1, Tier 2, and Tier 3 during active incidents, particularly for high-priority or cross-team issues, serving as a neutral process facilitator without owning the technical resolution.
• Track open problem records through to closure, maintaining current awareness of status and following up with assigned Tier 2 and Tier 3 owners so problems do not stall or get lost behind day-to-day incident work.
• Act as an advocate for the end-user experience across the support organization, ensuring consistent service from first contact through resolution.
• Observe how incidents are managed day-to-day, identify process gaps, propose improvements, and drive adoption of refinements through documentation, training, and partnership with team members.

Requirements

• Bachelor’s degree in information technology, Business Administration, or related field, or equivalent professional experience.
• 3+ years of experience in QA or service coordination, IT Service desk, or related infrastructure/service delivery role.
• Working knowledge of ITSM concepts including incident, request, and problem management, and ITIL v4 concepts.
• Strong organizational skills with high attention to detail and data accuracy.
• Experience working with Microsoft 365 / Azure environments and ITSM platforms along with QA tools (e.g., RingCentral ACE, ServiceNow).
• Ability to deliver customer service across multiple facilities and users in the U.S.
• Strong written and verbal communication skills, including the ability to document processes and train staff.
• Ability to work cross-functionally with multiple support teams and managers while remaining a neutral facilitator.

Preferred Qualifications

• Experience in a healthcare or skilled nursing/long-term care environment.
• Familiarity with HIPAA/HITECH requirements as they relate to device and data handling.
• Experience with ITSM platforms like ServiceNow, including reporting, dashboards, and incident record auditing.
• Experience with contact center platforms and call quality review (e.g., RingCentral, RingSense, or similar).
• Experience administering or acting on CSAT survey programs and service recovery workflows.
• Exposure to a tiered support model (Tier 1/2/3) and the escalation paths between tiers.
• Certification such as ITIL v4 Professional.

Skills

• Highly organized operator who communicates proactively.
• Collaborative, low-ego teammate who shares knowledge and contributes to building scalable IT functions.
• Adaptable and comfortable working through ambiguity in a rapidly growing organization.

Work Location

Primarily office-based with occasional travel to skilled nursing facility locations for equipment deployments, retrievals, or audits. May require lifting and transporting IT equipment (up to 25–35 lbs.).

Travel

Occasional travel may be required.

Benefits

• Health Coverage: Medical, dental, and vision plans.
• PTO and Vacation: Generous paid time off and holidays.
• Financial Wellness: Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• Retirement Planning: 401(k) plan with company contributions.
• Support When You Need It: Employee Assistance Plan (EAP) for confidential support for personal and professional challenges.