Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Incident Management Associate
Position Summary
athenahealth is a leading healthcare organization committed to delivering innovative and compassionate care. We leverage cutting-edge technologies to provide high-quality services to our patients and partners.
The Incident Management Associate is responsible for conducting analysis of historical incidents to identify potential resolution actions and workarounds. The candidate will review incident data with stakeholders for accuracy with the goal of identifying potential trends and effectively communicate findings to senior management.
To be successful the candidate should have a broad and deep understanding of technology within enterprise infrastructure and the ability to lead discussions regarding technology dependencies. As we cannot predict when an Incident may occur, the position requires a flexible work schedule including nights, weekends, and holidays.
About the Team
We are seeking an Incident Management Associate to join the Service Management Team in the Cloud Engineering & Operations organization. One of the Service Management team’s missions is to ensure impacted services are restored to their operational state quickly while managing risk and ongoing business impact: coordinating incident response, ensuring the priority always remains with issue resolution, and deferring diving into root cause analysis until the business impact has been resolved.
Essential Job Responsibilities:
Lead efforts to resolve major incidents in a timely and effective manner
Communicate transparently and honestly with all stakeholders
Manage expectations and behaviors to ensure focus remains with resolving business impacts, avoid deflection of responsibility and finger pointing by all parties involved
Promote coordination and foster a strong team spirit across parties involved in incident resolution
Keep visibility of business impact and resolution avenues being pursued throughout an incident’s lifecycle
Ensure all incident details are accurate and fully documented across the incident report, tickets, and system status dashboards
Perform other duties and projects as assigned
Knowledge & Skills:
Experience supporting technical environments in fast-paced, highly dynamic situations, and the ability to manage multiple tasks simultaneously and drive towards desired state
Strong analytical and organizational skills including encouraging cooperative problem solving
Must be technically literate and able to document and articulate technical issues in a meaningful way to both engineers and executive level management
Experience working with AI, Excel, Power BI, or other analysis tools to complete analysis of historical incidents and problems to identify hotspots
Strong understanding of IT operational processes/tools, software development paradigms, and common SaaS provider architecture
Expected Education & Experience:
3+ years of directly related experience in a SaaS or hosted application service provider environment
2+ years of Incident/Problem Management Experience
ITILv4 and above certification preferred
Bachelor’s Degree or equivalent experience preferred
Expected Compensation
$59,000 - $99,000The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.
About athenahealth
Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.
Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.
What we can do for you:
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
Learn more about our culture and benefits here: athenahealth.com/careers
https://www.athenahealth.com/careers/equal-opportunity
athenahealth Boston, Massachusetts, USA Office
80 Guest Street, Boston, MA, United States, 02135
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