Healthcare has surpassed manufacturing and retail to become the largest and most rapidly growing source of jobs in the US. Additionally, the practice of medicine has become more tech focused than ever before. At UnityBPO, we directly impact how healthcare workers do their jobs by helping them navigate this new technical landscape. If you love technology and the chance to be involved in the business of healthcare - you can be at the forefront of these changes and make a difference by joining our team.
WHO WE ARE
UnityBPO is a healthcare IT company that serves medical professionals and patients in three areas of healthcare: hospitals and clinics, home health and hospice, and outpatient facilities. We engage patients and providers in healthcare by dramatically increasing the time that clinicians and doctors can spend with patients. Our unique remote support and managed turnkey models help transform healthcare delivery by creating a better life for both our providers and their patients, every day. We offer a competitive salary, as well as generous training, educational reimbursement and the opportunity to build a career path in a casual, collaborative environment with people who love what they do.
UnityBPO is seeking a Major Incident Coordinator to join our team supporting both our Acute and Post-Acute business lines. The Major Incident Coordinator is responsible for defining and managing the operational activities of the Major Incident Management Process, using UnityBPO or our customers incident management platform.
The ideal candidate must also serve as a backup to all position responsibilities using legacy technology and implement capabilities throughout the enterprise for a large infrastructure support program.
The Major Incident Coordinator stays well-informed of new features and functionality, playing a key role in driving continual service improvement of the Service Desks performance.
You will have the opportunity to solve complex problems and optimize processes through client partnership.
This position offers the chance to improve the speed, efficiency, and reporting capability of IT services.
You hours and shift will be based on client events and you will have a schedule that is adjusted to meet the clients needs.
Major Incident Coordinator will also play a key role in representing current and future capabilities of supporting ITSM tools and contributing to long-term strategy as well as tactical activities leading to the continual improvement of the environment to meet objectives.
Essential duties of this position include:
Drive execution and resolution of major incidents within the Incident Management defined client process.
Full knowledge of the ServiceNow ITSM platform.
Communicate effectively by using dashboards, power points, and reports.
Lead Major Incident Handling Process. Coordinate Major Incident status and conference bridges with Service Desk and follow major incident to resolution.
Performs Major incident monitoring, analysis, content development, and maintenance.
Research, analysis, and response for alerts; including ticket retrieval/monitoring and documentation.
Escalation of risks and issues to the Major Incident Management Process Owner on the client side.
Utilize ITIL/IT Service Management best practices to identify and analyze patterns and trends from a variety of data sources.
Support client teams in the collection, and monitoring of metrics and events, including but not limited to MTTR, ticket counts, # escalations.
Create and maintain Standard Operating Procedures (SOP) for Incident Management and the Service Desk for each assigned client.
Drives implementation of standard execution of the Major Incident Management process.
May include other duties as assigned.
2 - 3 years of experience in the ITIL driven IT management environment, preferably in an Incident Coordination position.
Displays respect for knowledge, experience and excellence within the specific area of Major Incident Management.
Very good understanding of Incident Management, Problem Management and Change Management processes.
Strong interpersonal and teamwork skills.
Candidate must have flexibility to accommodate time-sensitive and mission-critical work.
At least 1 year of proficiency with Microsoft Office (Word, Excel, and PowerPoint) applications and common office software applications.
ITIL Foundation Certification or higher, preferred.
Software Experience - MS Office Suite (Word, Excel, Power Point, Outlook Calendar, Project, Internet Explorer, and Access), and Adobe Reader, MS SharePoint.