Incident Management Associate

About the role

The Incident Management Associate is responsible for analyzing historical incidents to identify potential resolution actions and workarounds. This role involves reviewing incident data with stakeholders to identify potential trends and effectively communicating findings to senior management. The position requires a flexible work schedule including nights, weekends, and holidays.

Responsibilities

• Lead efforts to resolve major incidents in a timely and effective manner
• Communicate transparently and honestly with all stakeholders
• Manage expectations and behaviors to ensure focus remains with resolving business impacts, avoiding deflection of responsibility and finger pointing by all parties involved
• Promote coordination and foster a strong team spirit across parties involved in incident resolution
• Keep visibility of business impact and resolution avenues being pursued throughout an incident’s lifecycle
• Avoid deflection of responsibility and finger pointing by all parties involved
• Ensure all incident details are accurate and fully documented across the incident report, tickets, and system status dashboards
• Perform other duties and projects as assigned

Requirements

• Experience supporting technical environments in fast-paced, highly dynamic situations, and the ability to manage multiple tasks simultaneously and drive towards desired state
• Strong analytical and organizational skills including encouraging cooperative problem solving
• Must be technically literate and able to document and articulate technical issues in a meaningful way to both engineers and executive level management
• Experience working with AI, Excel, Power BI, or other analysis tools to complete analysis of historical incidents and problems to identify hotspots
• Strong understanding of IT operational processes/tools, software development paradigms, and common SaaS provider architecture

Qualifications

• 3+ years of directly related experience in a SaaS or hosted application service provider environment
• 2+ years of Incident/Problem Management Experience
• ITILv4 and above certification preferred
• Bachelor’s Degree or equivalent experience preferred

Skills

• Experience supporting technical environments in fast-paced, highly dynamic situations, and the ability to manage multiple tasks simultaneously and drive towards desired state
• Strong analytical and organizational skills including encouraging cooperative problem solving
• Must be technically literate and able to document and articulate technical issues in a meaningful way to both engineers and executive level management
• Experience working with AI, Excel, Power BI, or other analysis tools to complete analysis of historical incidents and problems to identify hotspots
• Strong understanding of IT operational processes/tools, software development paradigms, and common SaaS provider architecture

Benefits

At athenahealth, we offer a comprehensive benefits package that includes health and financial benefits, as well as perks specific to each location. These include commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces. Some offices even welcome dogs. We also encourage a better work-life balance for athenistas with our flexibility, allowing employees to find a balance that feels fulfilling and productive for each individual situation.

Pay

$59,000 - $99,000

Schedule

The position requires a flexible work schedule including nights, weekends, and holidays.