Site: Mass General Brigham Incorporated

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

Summary

Do 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.

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.

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.

Hybrid

399 Revolution Drive

40

Regular

Day (United States of America)

Pay Range

$61,609.60 - $88,004.80/Annual

Grade

5

At 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.

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