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Incident Management Analyst - REMOTE

Company: Sekon
Location: Charleston
Posted on: May 15, 2022

Job Description:

Job DescriptionSalary: SeKON is looking for an Incident Management Analyst to join our talented and innovative team supporting the Defense Health Agency. Due to COVID-19, this role is 100% remote for the foreseeable future. The mission lifecycle of DHMS is to competitively acquire, test, deliver, and successfully transition to a state-of-the-market electronic health record (EHR) system. In partnership with the Defense Health Agency (DHA), Services, and industry, DHMS is developing a deployment and sustainment strategy to optimize the delivery of a modernized EHR with minimal disruption to the military health care community. With over 20 years of experience, SeKON specializes in providing large-scale health IT programs in support of federal government customers including the Centers for Disease Control (CDC), Centers for Medicare and Medicaid Services (CMS), Defense Health Agency (DHA), and National Institutes of Health (NIH). Our vision is "To be the premier management and technology consulting firm providing solutions that improve quality of life and work". REQUIREMENTS:

  • Experience with creating incident records in authoritative ticketing tools.
  • Ability to create, update, track, and report incidents to closure.
  • Demonstrated experience in escalating critical incidents to the appropriate support team(s).
  • Facilitate working group meetings with multiple incident management stakeholders.
  • Ability to conduct post-incident analysis and ensure the accurate root cause of incidents is captured.
  • Capture Incident details and updates all necessary tools and documents.
  • Experience interacting with all levels of leadership.
  • Work closely with Change Management teams on incidents to correlate them to requested changes.
  • Prepare customer-facing communications for status updates and incident reports.
  • Demonstrated technical writing/editing capability with user guides, standard operating procedures, etc.
  • Make recommendations for continuous service process improvement.
  • Superior verbal and written communication and customer service skills with the ability to communicate effectively at all levels of the organization (e.g. peers, leadership, teams).
  • Ability to work independently/self-starter and make decisions where necessary.
  • Must have DoD Secret security clearance. DESIRED SKILLS:
    • Qualified candidates should have recent experience providing help desk support for software-related issues.
    • ITIL experience, training, and/or certification.
    • IBM Jazz
    • MHS GENESIS (Cerner Millennium) experience.

Keywords: Sekon, Charleston , Incident Management Analyst - REMOTE, Executive , Charleston, South Carolina

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