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ca·reer par·a·dise | /ke’rir ,pere’dīs/ noun

Advanced Application Analyst - Incident & Problem Management

Job Details

Fort Myers, FL


Full Time


Job Ref:

    Remote Position (FL Only) 

    This is a remote position incumbents, who reside in Florida only, may work at home. There may be occasional situations that require work to be performed on-site at an assigned Lee Health location.

    The Advanced Application Analyst (Incident and Problem Management) responsibilities include but are not limited to:

    • Overly responsible for the functional management of IT Service Delivery processes, operating within an ITIL framework.
    • Responsible for management of critical incidents affecting Tier 0-2 systems and applications, through a developing repeatable set of processes which includes leading & coordinating recovery efforts via cross-functional bridge call, downtime communication, incident documentation in ServiceNow, & future state post-recovery problem management.
    • Develop, lead, guide, & optimize IT work processes, including the incident management, change management, configuration management, and request management processes using ServiceNow, with responsibilities including running weekly CAB meetings, prioritizing service requests and developing additional request intake processes, & developing a framework around major incident management and disaster recovery.
    • Effectively lead and manage key stakeholders, including internal IS application and infrastructure support teams, IS leadership, vendors, and key operational stakeholders through major incident recovery efforts.
    • Evaluate, plan, and lead the implementation of IT Service Management initiatives, including Problem Management within ServiceNow, evaluation of Release Management/Agile processes, review major amendments to the provisioning of services, & working with IS leadership to develop service level agreements.
    • Ensure operational methods, procedures, and tools developed to support IT Service Delivery processes are established, reviewed, and maintained, from both a referential and an auditing/compliance perspective.
    • Develop benchmarking tools to ensure that service delivery processes, IS service levels, and overall IS support goals are being monitored effectively.
    • Work with IS Leaders to define, develop, implement, & refine repeatable, tightly integrated processes & referential documentation, aligned with corporate strategy and cybersecurity risk management, in order to deliver consistent & timely responses to major incident management and disaster recovery efforts.
    • Develop benchmarking tools to ensure that service delivery processes, IS service levels, and overall IS support goals are being monitored effectively.
    • Conduct business process analyses, needs assessments, and preliminary cost/benefit analysis in an effort to align
    • information technology solutions with business initiatives.
    • Prepare and execute functional, system and program specifications using structured methodology.
    • Independently lead and coordinate medium and small projects responsible for managing and meeting project timeline, budget and quality parameters as it relates to IT Service Support processes and procedures.
    • Apply advanced business systems analyst knowledge and expertise to accomplish business objectives.
    Additional Experience Requirements/Preferences:
    • Experience supporting major incident management, disaster recovery & corporate incident response processes Required
    • Strong working knowledge/experience using ServiceNow ITSM Required
    • Excellent written and verbal communication skills Required
    • In-Depth understanding of IT Service Support processes under the ITIL framework Required
    • ITIL V4 Certification Strongly Preferred

    Educational Requirements

    Degree/Diploma ObtainedProgram of StudyRequired/

    Additional Requirements

    May accept 7 years of relevant experience in lieu of education

    Experience Requirements

    Minimum Years RequiredArea of ExperienceRequired/
    7 YearsInformation SystemsRequired

    State of Florida Licensure Requirements

    Not Required

    Certifications/Registration Requirements


    Other Requirements

    This position requires good listening skills, expert analytical skills with the ability to recognize and solve the most complex problems and respond accordingly.  Serves as a mentor for team members in the areas of work ethic, values, and customer service while demonstrating genuine concern for patients and the community. Develops and maintains effective relationships and communications with all IS leaders, IS staff, and other organization leaders and staff. Assumes other duties as assigned. 

    US:FL:Fort Myers

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