Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
SummaryDo you love solving problems, finding patterns in data, and turning insights into action? We’re looking for an Application Analyst who’s ready to drive real change across our IT service landscape. In this role, you’ll blend technical curiosity with process improvement skills to strengthen how we manage Major Incidents, Problem Management, and Vendor performance.
You’ll be the go-to person for uncovering insights — building sleek, data-driven dashboards in Tableau, Power BI, or ServiceNow Platform Analytics that help leaders make smarter, faster decisions. You’ll also take a leading role in our Problem Management process, preparing for our high-visibility Service Forum, where senior leaders review major incidents, document lessons learned, and shape new initiatives that drive continuous improvement.
This role is perfect for someone who enjoys working across teams, connecting data with strategy, and using technology to make IT services stronger, faster, and smarter. If you’re passionate about process excellence, analytics, and making an impact that gets noticed — we’d love to meet you.
Qualifications
Knowledge, Skills and Abilities
-Support process improvement initiatives across core ITIL processes, including Major Incident Management, Problem Management, and Vendor Management, to enhance operational efficiency and service quality.
-Lead and coordinate the Problem Management function, ensuring effective root cause analysis, documentation of lessons learned, and tracking of corrective actions.
-Prepare materials, data insights, and summaries for the Service Forum, a senior leadership meeting focused on reviewing Major Incidents, lessons learned, and improvement opportunities.
-Facilitate the demand intake process by capturing new initiatives and ensuring proper documentation, prioritization, and alignment with business goals.
-Design, build, and maintain interactive dashboards and reports using Tableau, Power BI, or ServiceNow Performance Analytics to provide visibility into key IT service metrics and trends.
-Analyze incident and problem data to identify patterns, recurring issues, and opportunities for proactive improvements.
-Collaborate with cross-functional teams, including IT Operations, Application Support, and Vendor Management, to ensure accurate data collection and consistent process execution.
-Monitor and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for ITIL processes, highlighting performance insights and improvement recommendations.
-Maintain up-to-date documentation for ITIL processes, governance materials, and dashboards to ensure alignment with compliance and audit requirements.
-Act as a subject matter expert (SME) for analytics within IT Service Management, promoting data-driven decision-making and continuous improvement practices.
- Ability to document workflows and business processes.
Education
Bachelor's Degree Computer Science required or Bachelor's Degree Related Field of Study required
Can this role accept experience in lieu of a degree?
Yes
Licenses and Credentials
Related IT experience, ideally in healthcare IT environment 0-1 year required
- Strong interpersonal skills to effectively communicate with both technical and non-technical staff.
- Problem-solving skills.
- Knowledge of Microsoft Office 365, Tableau, Power BI, ServiceNow and other popular office productivity solutions.
Additional Job Details (if applicable)
Working Model
Hybrid with onsite required
Candidate must be flexible for weekly or monthly business needs
M-F ET business hours required
On remote workdays, employees must use a stable, secure, and compliant workstation in a quiet environment.
Teams video is required and must be accessed using MGB-provided equipment.
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$61,609.60 - $88,004.80/AnnualGrade
5At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.
EEO Statement:
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
Top Skills
What We Do
Mass General Brigham is an integrated academic health care system, uniting great minds to solve the hardest problems in medicine for our communities and the world. Mass General Brigham connects a full continuum of care across a system of academic medical centers, community and specialty hospitals, a health insurance plan, physician networks, community health centers, home care, and long-term care services. Mass General Brigham is a nonprofit organization that is committed to patient care, research, teaching, and service to the community. In addition, Mass General Brigham is one of the nation’s leading biomedical research organizations and a principal teaching affiliate of Harvard Medical School.
