Mass General Brigham Incorporated.
You may choose to display a cookie banner on the external site. You must specify the message in the cookie banner and may add a link to a relevant policy. If you are unfamiliar with these requirements, please seek the advice of legal counsel. )Site: Mass General Brigham IncorporatedMass 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**Summary
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 t**eams, 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
Yes
Licenses and CredentialsRelated 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**Hybrid**Work Location**399 Revolution Drive**Scheduled Weekly Hours**40**Employee Type**Regular**Work Shift**Day (United States of America)**Pay Range**$61,609.60 - $88,004.80/Annual**Grade**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:**Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.## **Mass General Brigham Competency Framework**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.Combat disease. Hold a hand. Help people. Impact the world.Mass General Brigham is a passionate, welcoming community where minds meet caring hearts.Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world.Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community.We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system.We recognize that increasing value and continuously improving quality are essential to maintaining excellence. #J-18808-Ljbffr
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 t**eams, 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
Yes
Licenses and CredentialsRelated 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**Hybrid**Work Location**399 Revolution Drive**Scheduled Weekly Hours**40**Employee Type**Regular**Work Shift**Day (United States of America)**Pay Range**$61,609.60 - $88,004.80/Annual**Grade**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:**Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.## **Mass General Brigham Competency Framework**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.Combat disease. Hold a hand. Help people. Impact the world.Mass General Brigham is a passionate, welcoming community where minds meet caring hearts.Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world.Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community.We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system.We recognize that increasing value and continuously improving quality are essential to maintaining excellence. #J-18808-Ljbffr