Process Specialist - Major Incidents

Passionate about precision medicine and advancing the healthcare industry?

Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time.

As a Process Specialist – Major Incidents, you will be part of the IT team, playing a critical role in ensuring the availability, reliability, and quality of Tempus Services. Working as part of a lean, collaborative two-person team, you will oversee the lifecycle of Major incidents (MIs) for technology across our enterprise and lab environments. This role is essential for minimizing disruptions to our business-critical and mission-focused systems, coordinating rapid restoration, and driving continuous process improvements.

• Incident Response & Coordination:
  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.
• Cross-Functional Collaboration:
  
  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.
• Stakeholder Communication:
  Draft and distribute timely, accurate communications to business stakeholders, leadership, and service teams, providing clear updates on incident status, impact assessments, and recovery timelines.
• Post-Incident Management:
  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.
• Process Ownership & Documentation:
  Maintain, optimize, and produce Standard Operating Procedures (SOPs), incident management runbooks, and communication templates to ensure readiness during major events.
• Data Quality & Reporting:
  Maintain the Major Incident dashboard and prepare regular reviews, metrics, and reports for various teams across the business.
• Continuous Improvement:
  Analyze incident trends and performance metrics to identify and execute opportunities for process optimization and automation.

• 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 (Service Now 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.

• AI-Driven Process Optimization:
  Practical experience utilizing…