Incident Management Analyst | PAM Health Corporate

Incident Managers assist in managing the lifecycle of incidents, from detection to resolution, directly resolving issues or coordinating issue resolution across towers and vendors. The role focuses on operational support, coordination, and documentation

• Incident Support:
  Assist in identifying, triaging, and escalating incidents based on severity and urgency
• Coordination:
  Liaise with technical teams, stakeholders, and management to ensure timely updates and resolution
• Documentation:
  Maintain accurate incident records, logs, and post-incident reports for auditing and analysis
• Process Compliance:
  Follow established incident management frameworks (e.g., ITIL) and organizational procedures
• Communication:
  Provide clear, concise updates to stakeholders on incident status, impact, and resolution progress
• Learning & Improvement:
  Participate in post-incident reviews, contribute to lessons learned, and support process enhancements
• Assist in Change Management processes
• Perform Root Cause analysis and Problem Management
• Technical Awareness:
  Understanding of IT operations, systems, and incident response workflows
• Communication:
  Ability to convey technical information to both technical and non-technical audiences
• Organizational
  
  Skills:
  
  Strong attention to detail, time management, and prioritization
• Collaboration:
  
  Comfortable working within cross-functional teams.
• Familiarity with Tools:
  Basic experience with incident management platforms (e.g., Service Now, Jira) is advantageous
• Maintains accurate documentation, dashboards, operating procedures, process maps, knowledge articles, service catalog information, change records, incident records, post-incident reviews, vendor performance reports, and leadership reporting. Ensures reporting is actionable, accurate, timely, and used to drive accountability and continuous improvement.

• Inclusiveness:
  Promotes cooperation, fairness and equity; shows respect for people and their differences; works to understand perspectives of others; demonstrates empathy; brings out the best in others and in his/her team
• Managing Staff:
  Coaches, evaluates, develops, and inspires staff; sets expectations; recognizes achievements
• Stewardship and Resource Management:
  Demonstrates accountability and sound judgment in managing company resources; appropriate understanding of confidentiality and company values; adheres to and supports company policies, procedures and safety guidelines
• Problem-Solving:
  Identifies problems and involves others in seeking solutions; conducts appropriate analysis and searches for best solutions; effectively and efficiently implements appropriate responses to correct problems; responds promptly and effectively to new challenges
• Decision-Making:
  Makes clear, consistent decisions; acts with integrity in all decisions; distinguishes relevant from irrelevant information; makes timely, appropriate decisions.
• Strategic Planning and Organizing:
  Understands company vision and aligns priorities accordingly; measures outcomes; uses feedback to redirect as required; evaluates alternatives; appropriately organizes complex issues to desirable resolution
• Communication:
  Connects with peers, subordinate employees and all customers; actively listens; clearly and effectively shares information; demonstrates effective oral and written communication skills; negotiates effectively.
• Quality Improvement:
  Strives for efficient, effective, high-quality performance in self and in the department; delivers timely and accurate results; resilient when responding to matters that are challenging; takes initiative to make improvements
• Leadership:
  Motivates others; accepts responsibility; maintains high morale in department; develops trust and credibility; expects honest and ethical behavior of self and staff
• Teamwork:
  Encourages cooperation and collaboration; builds effective teams; works in partnership with others; is flexible; responsive to the needs of others
• Development:
  Maintains up-to-date skills through involvement with professional organizations and/or continuing education

• Maintains the highest level of customer service via courtesy, compassion, and positive communication.
• Promotes the mission and vision of PAM Health within the work environment and the community.
• Respects dignity and confidentiality by adherence to all applicable policies and procedures.
• Must possess interpersonal, written and verbal communication skills required for effective interaction…