Service Operations Analyst - Healthcare ICT (m/f/d) 80-100%

Digitized healthcare securely

We take care of the ICT needs of our customers so that Swiss hospitals, clinics, and other healthcare organizations can fully focus on their work.

To strengthen our team, we are looking for immediately or by arrangement a Service Operations Analyst - Healthcare ICT.

Incident, Problem & Event Management:

• Analysis of incidents and recurring disruptions to identify systematic causes (Problem Management)
• Qualification, classification, and follow-up of monitoring events from the Operation Center
• Conducting trend analyses for early detection and prevention of disruptions
• Conducting and moderating Post-Incident Reviews (PIR) and Lessons Learned workshops
• Coordination and follow-up of problem tickets in close cooperation with the specialist departments

Processes & Quality:

• Development and maintenance of Standard Operating Procedures (SOPs) for recurring problems
• Support in the further development of ITSM processes (Incident, Problem, Event Management)
• Identification and implementation of optimization potentials in operational organization
• Participation in improvement initiatives to increase stability and service quality
• Support during audits, certifications, or internal reviews

Monitoring & Automation:

• Active development and maintenance of monitoring and alerting concepts
• Analysis of thresholds and reduction of unnecessary alarms ("false positives")
• Automation of standard processes (e.g., recovery actions, escalation procedures)
• Participation in the introduction of new monitoring components

Key Figures & Reporting:

• Monitoring and reporting on core KPIs such as MTTR, availability, recurrence rate, etc.
• Definition and further development of metrics for quality control and effectiveness verification
• Preparation of relevant data and results for management, operations, and specialist departments

• You have several years of experience in IT operations, ITSM, monitoring, or service management
• You bring analytical thinking, high personal responsibility, and a structured way of working
• You have knowledge of monitoring systems and ITSM tools
• You bring experience in process design, documentation, and continuous improvement
• You do not see AI as hype but as a tool for targeted efficiency enhancement – whether through intelligent classification of events, reduction of false positives, or automated SOP suggestions
• Your communication and coordination skills are pronounced
• You have experience with automation (e.g., scripting) and ITIL knowledge or certification
• You are proactive, reliable, and solution-oriented
• You enjoy interdisciplinary collaboration
• You bring enthusiasm for sustainable improvements instead of short-term workarounds
• You have a strong sense of responsibility for stable, transparent services

• Meaningful work in a collegial team
• The opportunity to effectively contribute experience and know-how
• Participation in a healthy growing company
• Modern employment conditions with flexible planning of occupational pension
• Flexible working hours to balance professional and private life