Senior Analyst, Service Excellence

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $74k - $99k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

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MRO

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

📋 Compliance

💰 Series unknown on 2019-11

SaaS • B2B • Compliance

MRO is an enterprise healthcare software company that provides a Clinical Data Exchange Platform (CDXP) and modular solutions to securely curate, normalize, and exchange clinical data across providers, payers, registries, and clinical data requesters. MRO helps hospitals, health systems, ambulatory practices, and payers streamline release of information, compliance workflows, MIPS/quality reporting, ACO tracking, and clinical intelligence by connecting to hundreds of disparate EHRs, reducing administrative burden and accelerating patient-focused care delivery. The company emphasizes security and regulatory compliance and has been recognized with Best in KLAS awards for Release of Information.

📋 Description

• Support the Incident Management process to ensure timely resolution of IT service disruptions • Lead rapid response rooms (war rooms) for critical business-impacting incidents • Actively drive the Problem Management process by identifying root causes of major service disruptions • Support the Change Management process by assisting with change assessments and documentation • Monitor trends, alerts, and incident data to identify potential issues early • Use Jira Service Management to track and manage incidents, problems, and changes • Contribute to continuous service improvement initiatives • Assist in tracking ITSM metrics and KPIs

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field required • ITIL Foundation certification preferred • At least 5 years of experience in IT Service Management or related IT operations roles • Hands-on experience with Incident, Problem, and Change Management processes • Experience with Jira Service Management or similar ITSM tools preferred • Willingness and ability to participate in a rotating on-call schedule • Strong communication and interpersonal skills • Solid analytical and problem-solving abilities • Ability to manage multiple tasks and priorities in a fast-paced environment • Attention to detail and commitment to process adherence • Experience leveraging AI tools (e.g., Microsoft Copilot, Claude) to improve productivity and service delivery

🏖️ Benefits

• medical, dental, vision, life insurance • 401(k) plan • annual cash bonus