Process Specialist - Major Incidents (AI)

Location: Chicago (Hybrid)

Salary: $75,000–$110,000 per year

Company

hirify.global is a technology company that connects an ecosystem of real-world evidence to deliver actionable insights to physicians for precision medicine.

What you will do

• Lead and coordinate end-to-end response for Major Incidents, acting as the command and control during critical events.
• Matrix-manage resources across engineering, product, and operational teams to ensure rapid system restoration.
• Draft and distribute timely incident communications to stakeholders and leadership.
• Track root cause analysis (RCA) and oversee the completion of corrective and preventive actions.
• Maintain and optimize incident management runbooks, SOPs, and communication templates.
• Analyze incident trends and performance metrics to drive process optimization and automation.

Requirements

• Bachelor's degree in IT, Computer Science, Engineering, Healthcare, or equivalent experience.
• 2–3 years of experience in IT operations, service desk, or ITSM roles.
• Baseline experience with enterprise ITSM platforms, ServiceNow preferred.
• Strong analytical skills and ability to work under time pressure in a fast-paced environment.
• Must be able to participate in an on-call rotation for 24x7 operations, including weekends and evenings.
• Exceptional written and verbal communication skills.

Nice to have

• Practical experience using AI or machine learning features within ITSM platforms.
• 2+ years of experience in Healthcare or Lab Operations (HIPAA, CAP/CLIA).
• Working knowledge of SDLC and Agile methodologies.
• Data analysis skills using SQL or Excel.

Culture & Benefits

• Full range of benefits including medical coverage.
• Opportunities for incentive compensation and restricted stock units.
• Collaborative, lean team environment focused on mission-critical healthcare systems.
• Commitment to precision medicine and AI-driven healthcare innovation.