Job Summary
The Incident and Problem Coordinator provides role clarity, communication, and facilitation during a Major Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service (Crisis). The overall goal of the Incident/Problem Coordinator is to effectively manage the lifecycle of major incidents and to restore IT services for users or customers as quickly as possible when an interruption takes place. They will then effectively manage the lifecycle of the problem ticket associated to that incident and assist with gathering root cause analysis and determining prevention and mitigation steps.
Essential Functions
- Major Incident Management & Communication
- Bridge Facilitation: Respond promptly to Service Desk escalations, establish and facilitate Crisis Bridge lines, and engaging technical resources during major incidents.
- Incident Lifecycle & Status Tracking: Update ticket statuses, manage Major Incident records, creating outage records, document accurate troubleshooting timelines, and filter distractions to keep technical teams focused.
- Stakeholder Communications: Collaborate with Application/Service Owners or Crisis Coordinators to craft and distribute timely and affected communities throughout the incident lifecycle.
- Problem Management & Continuous Improvement
- Post-Incident Resolution & Problem Lifecycle: Formally resolve Major Incident records, open associated problem tickets, and drive problem ticket resolution to prevent recurring issues.
- Root Cause & Mitigation Analysis: Assist teams in identifying root causes, gathering prevention/mitigation steps, and documenting post-restoration details.
- Reporting & Metrics: Maintain accurate metric data and assist in developing After-Action Report (AAR) presentations
Qualifications
- Minimum two years working in an Incident/Problem management role/environment
- Ability to triage and understand highly technical software and hardware problems
- Very well organized and ability to prioritize and coordinate multiple issues concurrently
- Excellent ability to communicate (verbally and written) as this position will communicate directly with end users
- Strong Analytical and Reporting Skills
Knowledge, Skills and Abilities
- Preferred Certification: ITIL
- Incident Management
- Problem Management
Skills Required
- At least two years of experience working in an incident or problem management role or environment
- Ability to triage and understand highly technical software and hardware problems
- Strong organization and ability to prioritize and coordinate multiple issues concurrently
- Excellent verbal and written communication skills, including direct communication with end users
- Strong analytical and reporting skills
- ITIL certification, including Incident Management and Problem Management
Community Health Systems Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Community Health Systems and has not been reviewed or approved by Community Health Systems.
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Healthcare Strength — Benefits are described as comprehensive, with medical, dental, vision, prescription coverage, mental health resources, wellbeing programs, and chronic-condition support. Feedback suggests insurance coverage is a frequent bright spot even when base-pay sentiment is more muted.
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Retirement Support — Offerings include a 401(k) and, in some cases, pension or profit sharing along with other financial-security benefits. Feedback suggests these options contribute to a perception of solid long-term support.
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Leave & Time Off Breadth — Paid time off, holidays, and volunteer time are included, alongside programs like tuition reimbursement. Feedback suggests the range of leave provisions is a meaningful part of the package.
Community Health Systems Insights
What We Do
Community Health Systems, Inc. is one of the nation’s leading operators of general acute care hospitals. The organization’s affiliates own, operate or lease more than 80 hospitals in 16 states with approximately 15,000 licensed beds. Affiliated hospitals are dedicated to providing quality healthcare for local residents and contribute to the economic development of their communities. Based on the unique needs of each community served, these hospitals offer a wide range of diagnostic, medical and surgical services in inpatient and outpatient settings.
