[Remote] ServiceNow Data Analyst Operations Lead

Note: The job is a remote job and is open to candidates in USA. Care Lumen is transforming healthcare by connecting people, care, and data. They are seeking a proactive and detail-oriented ServiceNow Data Analyst Operations Lead to coordinate and support the activities of their Development Tier 3 Production Support Team, focusing on operational excellence and timely incident resolution. Responsibilities • Coordinate daily operations of the Tier 3 support team, ensuring timely and effective resolution of production issues • Conduct in-depth analysis of incident tickets to identify trends, ensure accurate categorization, and facilitate smooth handoffs to engineering for resolution • Act as a liaison between Tier 1, Tier 2, and Tier 3 support teams to manage escalations and ensure smooth handoffs • Oversee ServiceNow queue management, ticket hygiene, SLA/OLA oversight and workflow optimization • Develop and maintain ServiceNow reports and dashboards to monitor incident trends, SLA adherence, and team performance • Provide regular operational reporting to leadership and stakeholders • Identify and analyze recurring issues to support root cause analysis and continuous improvement • Partner with engineers, product, QA, and scrum teams to ensure support readiness for new releases and features • Communicate effectively across technical and non-technical teams to ensure transparency and alignment • Represent Tier 3 operations in cross-functional meetings and planning sessions Skills • 3+ years of experience in production support or technical coordination roles • Experience in healthcare managed care services, with a strong understanding of Utilization Management and Care Management practices • Strong proficiency in ServiceNow and Jira, including reporting and dashboard creation • Experience working in a multi-tiered support environment • Excellent organizational, analytical, and communication skills • Applicants must be authorized to work in the United States for any employer • This role requires travel for up to 5% of work-time • This role requires support of the business hours, 8 am to 5 pm EST Benefits • Remote-first environment with company provided computer • Thirteen paid holidays per year (average) • Medical, dental and vision coverage with multiple levels of coverage • HSA, FSA and Dependent Care accounts • Short-term and Long-term disability • Life and accidental death insurance • Discounted voluntary benefits, such as additional life insurance • Employee Assistance Program • Paid Parental Leave • Flexible vacation time • 401(k) with employer matching and immediate vesting Company Overview • Our Vision: Care Lumen is transforming healthcare by connecting people, care, and data, so that every decision leads to better outcomes. It was founded in 2025, and is headquartered in Cambridge, MA, US, with a workforce of 201-500 employees. Its website is Apply tot his job