Process Specialist - Major Incidents

Responsibilities

• Lead and coordinate the end-to-end response for Major Incidents.
• Act as the "command and control" during critical events by facilitating bridge calls, driving cross-functional collaboration, and ensuring clear actions are assigned to restore systems promptly.
• Matrix-manage people and resources across engineering, product management, operational leads, and third-party vendors.
• Partner with Legal, Clinical, and Quality teams when Major Incidents require evaluation from these specific functions.
• Draft and distribute timely, accurate communications to business stakeholders, leadership, and service teams, providing clear updates on incident status, impact assessments, and recovery timelines.
• Track root cause analysis (RCA) and post-incident reviews. Ensure thorough data gathering, identification of systemic issues, and process oversight for tracking the end-to-end completion of corrective and preventive actions.
• Maintain, optimize, and produce Standard Operating Procedures (SOPs), incident management runbooks, and communication templates to ensure readiness during major events.
• Maintain the Major Incident dashboard and prepare regular reviews, metrics, and reports for various teams across the business.
• Analyze incident trends and performance metrics to identify and execute opportunities for process optimization and automation.

Requirements

• Education: Bachelor's degree in Information Technology, Computer Science, Engineering, Healthcare, or a related field (or equivalent relevant work experience).
• Experience: 2–3 years of experience in IT operations, service desk, incident coordination, or related IT service management (ITSM) roles.
• Tooling & Systems: Baseline experience working with enterprise ITSM platforms (ServiceNow preferred).
• Technical Awareness: Foundational technology awareness and an aptitude for learning complex, proprietary software architectures.
• Incident Management & Analytical Skills: Strong incident management, decision-making, and analytical skills. Proven ability to analyze high volumes of technical data and work effectively under time pressure in a fast-paced environment.
• Communication: Exceptional written and verbal communication skills; ability to articulate complex technical issues concisely to stakeholders at all management levels.
• Availability: Ability to participate in an on-call rotation to support 24x7 operations, including weekend/evening coverage as required by the team schedule.

Qualifications

• AI-Driven Process Optimization: Practical experience utilizing AI tooling or machine learning features within ITSM platforms to drive continuous improvement, automate routine workflows, or flag anomalous incident trends.
• Industry Experience: 2+ years of experience in Healthcare and/or Lab Operations with functional knowledge of healthcare data, PHI, HIPAA, and CAP/CLIA regulatory environments.
• Methodologies: Working knowledge of the Software Development Life Cycle (SDLC) and Agile methodologies.
• Data Capabilities: Basic data analysis skills (such as experience utilizing SQL or Excel for simple data pulls and reporting) to support incident trend analysis.

Skills

• Strong incident management, decision-making, and analytical skills.
• Exceptional written and verbal communication skills.
• Foundational technology awareness and an aptitude for learning complex, proprietary software architectures.
• Basic data analysis skills (such as experience utilizing SQL or Excel for simple data pulls and reporting).

Benefits

• Full range of benefits, which may include incentive compensation, restricted stock units, medical and other benefits depending on the position.

Pay

The expected salary range above is applicable if the role is performed from Illinois and may vary for other locations (California, Colorado, New York). Actual salary may vary based on qualifications and experience.

Schedule

Not specified.