VA EHRM- Incident Watch Officer

Work Location: Washington, DC (Remote/Hybrid)

Travel Requirements: Up to 25%
 

Job Summary
The Incident Watch Officer plays a critical role in supporting the Client’s operational and incident management activities for a major electronic medical record modernization initiative. This position oversees the tracking, reporting, and resolution of incidents and issues, leveraging tools such as ServiceNow and PowerBI to develop customized dashboards and executive‑level reporting. The Incident Watch Officer collaborates across multiple stakeholder groups—including Client representatives, contractors, executive leadership, and Oracle—to ensure timely, accurate, and consistent communication.

The role requires strong technical, analytical, and operational management capabilities, with a focus on maintaining incident workflows and supporting continuous improvement of processes, standards, and data repositories. Responsibilities include facilitating issue/incident update meetings, developing briefings, monitoring ticket activity, and ensuring compliance with established procedures. Although the role is based in Washington, DC, most work can be conducted virtually.

Core Responsibilities
• Support operational incident management activities, including tracking, reporting, and briefing development.
• Monitor, update, and report on existing ServiceNow tickets and incident queues.
• Use technical tools (ServiceNow, PowerBI, or similar platforms) to customize dashboards and reports for executive‑level audiences.
• Prepare regular updates, briefings, and communication packages for senior leadership.
• Facilitate data gathering and issue/incident update meetings with Client teams, contractors, and Oracle representatives.
• Collaborate across stakeholder groups to ensure timely, accurate, and consistent reporting.
• Support development, documentation, and application of processes, procedures, and standards across assigned products/projects.
• Coordinate with stakeholders to ensure compliance with established processes.
• Organize, review, and conduct quality control assessments of incident data repositories.
• Identify risks and escalate issues requiring resolution.
• Evaluate existing incident response processes and recommend improvements to enhance accuracy and efficiency.

Minimum Skills and Qualifications

• Bachelor’s degree and 5+ years of supporting operational and incident management activities for a major electronic medical record modernization initiative

• 2+ years of direct incident management and incident response for a software as a service (SaaS) managed EHR solution
• Strong analytical and reporting skills
• Experience with dashboards, reporting tools, or workflow management platforms
• Ability to coordinate and communicate across diverse stakeholder groups
• Experience preparing briefings or executive‑level communications

• Must be able to obtain a Position of Trust and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting

Work Environment

Preferred Skills and Qualifications
• Knowledge of privileged access reviews, encryption key lifecycle management, or zero‑trust security patterns
• Familiarity with HL7/FHIR security design
• Experience focused on incident workflows or operational command environments
• Experience with electronic medical record implementations
• Experience with ServiceNow, PowerBI, or similar reporting tools
• Background working with federal agencies, contractors, or large‑scale system deployments

Work Environment
• Position is based in Washington, DC, with a remote/hybrid work structure.
• Travel up to 25 percent may be required to support stakeholder engagements or operational activities.
• On‑site presence is not routinely required (0 percent).