IS Incident Process Manager - Penn State Health - IS Administration

Penn State Health Shared Services


Location:  US:PA:Hershey

Work Type:  Full Time

FTE:  1.0

Shift:  Days
Hours:  Days




Under general direction from the IS Customer Experience Leader, the Incident Manager is responsible for overseeing the incident management and resolution process, including overseeing the prioritization and escalation of IT incidents, coordinating the incident response team, implementing workarounds, and, where applicable, coordinating with the IS Problem Manager to trend analyses and root cause analyses.




Bachelors degree or equivalent experience required

3 years of experience in IT incident management

ITIL certification


Demonstrated work experience in the following areas:


Diagnostic utilities and applications

Root cause analysis practices

Developing and providing service level agreements and resolving IT incidents




Solid relationship management and process management skills.

Ability to motivate and direct staff members and subordinates.

Exceptional interpersonal skills, with a focus on listening and questioning skills.

Strong documentation skills.

Ability to conduct research on a wide range of computing issues as required.

Ability to absorb and retain information quickly.

Ability to present ideas in user-friendly language to non-technical staff and end users.

Keen attention to detail.

Proven analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Exceptional customer service orientation.

Experience working in a team-oriented, collaborative environment.




Experience in healthcare IT



This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.  All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.


Penn State Health is fundamentally committed to the diversity of our faculty and staff. We believe diversity is unapologetically expressing itself through every person's perspectives and lived experiences. We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information. If you are unable to use our online application process due to an impairment or disability, please call 717-531-8440 between the hours of 8:30 AM and 4:30 PM, Eastern Standard Time, Monday – Friday, email or download our Accommodation Instructions for Job Applicants PDF for more detailed steps for assistance.