Incident Management Analyst

Reporting to the Director of IT Support, the Incident Management Analyst is responsible for safeguarding the quality and consistency of the end-user support experience across all tiers of IT Support. While Tier 1, Tier 2, and Tier 3 resolve individual tickets, this role monitors the live flow of tickets and calls, audits work against service standards, catches tickets that have stalled or been misrouted, and performs service recovery by calling the end users when the experience falls short. The role also considers SLA and OLA performance, facilitates incident lifecycle handoffs across tiers, and follows problem records through to closure so that root cause work owned by Tier 2 and Tier 3 does not stall. The goal is a consistent, dependable standard of support for clinical and administrative staff across PACS’ network of skilled nursing facilities, with nothing slipping through the cracks. CORE RESPONSIBILITIES

• Maintain real-time situational awareness of the incident, request, problem, and call queues across the support organization, proactively identifying where service levels are at risk before they become escalations.
• Identify tickets that have gone unanswered, stalled, or lapsed without a timely update, and driving them back into motion regardless of owning tier.
• Engage directly with affected users when warranted, confirming status, resetting expectations, and reinforcing that every request receives attention through resolution.
• Uphold service quality standards by auditing tickets and calls for documentation rigor, timeliness, communication, and appropriate handling, surfacing gaps and inconsistencies across tiers for corrective action.
• Uphold service quality standards by auditing tickets and calls for documentation rigor, timeliness, communication, and appropriate handling, surfacing gaps and inconsistencies across tiers for corrective action. Monitor CSAT survey results and act on dissatisfying scores by calling users back to understand what went wrong, recover the relationship, and convert the feedback into insight about where service is breaking down.
• Conduct regular audits of incident records to confirm tickets are categorized correctly, assigned to the appropriate groups, and progressing through the lifecycle as expected, coordinating proper handling for those that are stalled or misrouted.
• Coordinate communication and handoffs across Tier 1, Tier 2, and Tier 3 during active incidents, particularly for high-priority or cross-team issues, serving as a neutral process facilitator without owning the technical resolution.
• Track open problem records through to closure, maintaining current awareness of status and following up with the assigned Tier 2 and Tier 3 owners so that problems do not stall or get lost behind day-to-day incident work.
• Act as an advocate for the end-user experience across the support organization, ensuring the standard of service remains consistent from first contact through resolution.
• Observe how incidents are managed day to day, identify process gaps, propose improvements, and drive adoption of refinements through documentation, training touchpoints, and partnership with their team members.

Required

• Bachelor’s degree in information technology, Business Administration, or related field, or equivalent professional experience.
• 3+ years of experience in QA or service coordinator, IT Service desk, or related infrastructure/service delivery role.
• Working knowledge of ITSM concepts including incident, request and problem management and ITIL v4 concepts.
• Strong organizational skills with high attention to detail and data accuracy.
• Experience working with Microsoft 365 / Azure environments and ITSM platforms along with QA tools. (E.g. RingCentral ACE, ServiceNow)
• Ability to deliver customer service across multiple facility and users across many locations in the US
• Strong written and verbal communication skills, including the ability to document processes and train staff.
• Ability to work cross-functionally with multiple support teams and managers while remaining as a neutral facilitator.

Preferred

• Experience in a healthcare or skilled nursing/long-term care environment.
• Familiarity with HIPAA/HITECH requirements as they relate to device and data handling.
• Experience with ITSM Platforms like ServiceNow, including reporting, dashboards, and incident record auditing.
• Experience with contact center platforms and call quality review (e.g., RingCentral, RingSense, or similar).
• Experience administering or acting on CSAT survey programs and service recovery workflows.
• Exposure to a tiered support model (Tier 1/2/3) and the escalation paths between tiers.
• Certification such as ITIL v4

Professional Characteristics

• Highly organized operator who communicates proactively
• Collaborative, low-ego teammate who shares knowledge and contributes to building scalable IT functions.
• Adaptable and comfortable working through ambiguity in a rapidly growing organization.

If you’re ready to make a difference and embrace our mission of creating real change, we invite you to join us at PACS. Together, let’s shape the future of healthcare! Join Our Team and Thrive! At PACS, we believe our employees are our greatest asset. That’s why we offer an exceptional benefits package designed to enhance your well-being and support your lifestyle. Our Comprehensive Benefits Include

• Health Coverage: Enjoy medical, dental, and vision plans to keep you and your family healthy.
• PTO and Vacation: Benefit from generous paid time off and holidays to relax and recharge.
• Financial Wellness: Take advantage of Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) to manage your healthcare expenses effectively.
• Retirement Planning: Secure your future with our 401(k) plan, complete with company contributions to help you build your retirement savings.
• Support When You Need It: Our Employee Assistance Plan (EAP) provides confidential support for personal and professional challenges.

Join us at PACS and take advantage of a workplace that truly values you! We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of every race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, and any other protected characteristic. Employment decisions are based on qualifications, merit, and business needs.

PACS Group, Inc. is a holding company investing in post-acute healthcare facilities, professionals, and ancillary services. Founded in 2013, PACS Group is one of the largest post-acute platforms in the United States. Its independent subsidiaries operate 325 post-acute care facilities with 47,000 employees across 17 states serving over 31,000 patients daily. PACS business support division, PACS Services, provides technology and administrative support services - accounting, finance, human resources, compliance, payroll, AR/AP, legal, risk management, information technology, corporate communication, and other business advice and support - to their healthcare facilities, reducing administrative burdens so their leadership and care teams can focus on the care, well-being, and quality of life of their patients and residents. PACS is one of Utah’s Best Companies to work for. It has also been recognized as one of Utah’s Fastest Growing Companies for multiple years., PACS is elevating healthcare by revolutionizing our approach to leadership and quality care. Guided by our core values of love, excellence, trust, accountability, mutual respect, and commitment , we strive to foster a culture of compassionate care within our teams and the communities we serve. As we grow rapidly, exciting opportunities await you to engage in impactful projects and contribute valuable insights to stakeholders nationwide., O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences. Our Culture Cloud is a suite of apps designed to e…