Service Management Analyst, IS Service Management, Remote Eligible, Baptist Digital Solutions Center

About Baptist Health 
Recognized as a top place to work in health care, Baptist Health cares for more patients in Northeast Florida than any other provider, ranking as “most preferred” for more than 30 years. We’re Jacksonville's only locally governed, faith-based, not-for-profit health system and provide a full spectrum of preventive and specialty care through 200+ locations and six hospitals. Our centers of excellence include Baptist MD Anderson Cancer Center, Baptist Heart Hospital, Baptist Neurological Institute and Wolfson Children's Hospital.

Service Management Analyst, IS Service Management, Remote Eligible, Baptist Digital Solutions Center

Service Management Analyst role and maintain continuity of core ITSM process functions within the Service Management team. The role is essential to the day-to-day execution of problem and incident management across Baptist Health IS, with regular overlap into major incident management and change management.

The primary responsibilities center on problem and incident management — driving problem records to resolution within SLA, performing root-cause analysis, maintaining accurate documentation and reporting, and enforcing process compliance across resolver teams. The analyst also serves as an active contributor during major incidents, supporting coordination, communication, and timely resolution on bridge calls, and partners in the change management process to ensure changes are properly reviewed, documented, and controlled.

Service Management Analyst Responsibilities :

- Directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to design, plan, deliver, operate and control information technology services offered to the business / customers.
- Functional areas cover Incident, Problem, Service, and Change Management.
- Requires working knowledge and experience in own job discipline.
- Works to broaden own capabilities by continuing to build knowledge of the organization, processes and customers.
- Performs a range of assignments using guidelines or policies.
- Analyzes and solves straightforward problems as they occur but typically requires guidance on complex or unusual problems.
- Receives a moderate level of guidance and direction from more experienced team members.
- Initiate the leadership Bridge during major issues and take charge of the Information being disseminated by use of Mass Notification Tool.
- Implement successful problem Remediation plans, including roadmap with actions and timelines.
- Understand and be able to apply a structured methodology in order to Lead problem management activities, including RCA development and KB documentation
- Understanding and awareness of the ITIL Problem, Incident management processes and procedures; ITIL Foundations certified; ITIL Service Operations experience/certified

Service Management Analyst Experience :

- 2–4 years of experience in an IT service management, NOC, service desk, or IT operations role, with direct involvement in incident and/or problem management in a complex, high-availability environment (healthcare preferred).
- Working knowledge of core infrastructure and application concepts, such as networking (DNS, firewalls, VPN, load balancers), servers and virtualization, Active Directory and identity/access, databases, cloud services, and integrations/interfaces. Must be able to follow technical troubleshooting and ask informed questions of resolver teams.
- Familiarity with clinical and enterprise applications in a healthcare setting (e.g., Epic, interfaces, end-user devices) and an understanding of how technical failures affect patient care and business operations.
- Experience using structured root-cause analysis methods (5 Whys, Fishbone/Ishikawa, timeline reconstruction, Kepner-Tregoe) to drive problems to resolution and track remediation actions to completion.
- Experience with monitoring, alerting, and communication tools, such as event monitoring platforms, mass notification systems, and Microsoft Teams for bridge coordination, along with the ability to translate technical detail into clear, timely updates for leadership and non-technical audiences.
- Hands-on experience working in ServiceNow (or a comparable ITSM platform) across Incident, Problem, and Change modules, including record management, knowledge base articles, and building reports and dashboards to track SLA performance, incident trends, and problem metrics. Experience with Performance Analytics is a plus.

- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) for documentation, RCA write-ups, and leadership presentations. Superior verbal and written communication, attention to detail, and strong organizational skills.
- Extensive use of Microsoft Office Suite, including Word, Excel, and PowerPoint if applicable. Superior verbal and written communication; attention to detail; and strong organizational skills.

Education & Certifications:

- Bachelor’s Degree Required

Primary Location:

Baptist Digital Solutions Center
3451 Beach Blvd
Jacksonville, FL 32207
United States of America