Incident Management Analyst

COMPANY OVERVIEWPACS 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. Its independent subsidiaries operate 325 post-acute care facilities with 47,000 employees across 17 states serving over 31,000 patients daily. PACS business support division, PACS Services, provides technology and administrative support services — accounting, finance, human resources, compliance, payroll, AR/AP, legal, risk management, information technology, corporate communication, and other business advice and support — to their healthcare facilities, reducing administrative burdens so their leadership and care teams can focus on the care, well-being, and quality of life of their patients and residents.

PACS is one of Utah's Best Companies to work for. It has also been recognized as one of Utah's Fastest Growing Companies for multiple years.

JOB SUMMARY Reporting to the Director of IT Support, the Incident Management Analyst is responsible for safeguarding 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 tickets that have stalled or been misrouted, and performs service recovery by calling the end users when the experience falls short.

The role also considers SLA and OLA performance, facilitates incident lifecycle handoffs across tiers, and follows problem records through to closure so that root cause work owned by Tier 2 and Tier 3 does not stall. The goal is a consistent, dependable standard of support for clinical and administrative staff across PACS' network of skilled nursing facilities, with nothing slipping through the cracks.

CORE RESPONSIBILITIES
• Maintain real-time situational awareness of the incident, request, problem, and call queues across the support organization, proactively identifying where service levels are at risk before they become escalations.
• Identify tickets that have gone unanswered, stalled, or lapsed without a timely update, and driving 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.
• 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 the feedback into insight about where service is breaking down.
• 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 those that are stalled or misrouted.
• 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 the assigned Tier 2 and Tier 3 owners so that 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 the standard of service remains consistent 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 touchpoints, and partnership with…