Senior Infrastructure Services and Management Analyst - Incident Management

Northwell Health - Westbury, NY

Full-time - Mid Level

Westbury, NY

Hospitals

About the position

This role blends the proactive problem management and root cause analysis focus with the reactive nature of incident command. This role requires a comprehensive understanding of problem management and incident management processes, strong leadership, and excellent communication skills. Participates in developing and conducting QA reviews of assigned IT functions. Identifies, evaluates, and reports on process area effectiveness and provides continuous process improvement feedback to area management. Ensures quality objectives are met within prescribed timeframes.

Responsibilities

• Plans, organizes, and conducts QA reviews for assigned functions/areas.
• Collaborates with IT area leadership to establish QA plans to effectively instantiate quality disciplines into all IT process areas; assists in the development of Quality Standards and metrics to measure the on-going activities within assigned process area.
• Enforces and promotes QA process frameworks, procedures, policies, and standards.
• Evaluates documentation to ensure completeness, accuracy, and compliance to standards.
• Develops and presents appropriately defined dashboards to report on the risk profiles of assigned initiative or process area.
• Assists in tailoring QA methodologies for applications with the IS organization.
• Liaises with Internal Audit reviews of IT initiatives and/or process areas, as necessary, and coordinates activities as defined by the audit/assessment scope.
• Recommends and implements new technologies, methodologies, processes, and procedures to support short and long term department goals.
• Develops and maintains professional relationships within IT and with organization leadership stakeholders; assigns the daily workflow of team members and provides input to performance appraisals.
• Operates under limited guidance and work assignments involve moderately complex to complex issues where the analysis of situations or data requires in-depth evaluation of variable factors.
• Performs related duties as required.

Requirements

• Bachelor's Degree required, or equivalent combination of education and related experience.
• 3-5 years of relevant experience, required.

Nice-to-haves

• Demonstrable experience in problem management methodologies (e.g., ITIL), including proactive problem identification, trend analysis, and known error management.
• Proven ability to conduct thorough and effective RCA investigations using various techniques (e.g., 5 Whys, fishbone diagrams, Kepner-Tregoe).
• Practical experience managing incidents, understanding incident lifecycle, and coordinating technical teams.
• Solid understanding of IT infrastructure, applications, and their interdependencies.
• Strong analytical and critical thinking skills to identify patterns, trends, and anomalies in data.
• Excellent communication skills (written and verbal) to effectively communicate technical findings and recommendations to both technical and non-technical audiences.
• A proactive approach to identifying areas for improvement in processes and systems to prevent recurring incidents.
• Availability to work outside regular business hours and on-call as needed.