Member Services Problem Manager - Remote Eligible

Problem Manager

Ready to transform recurring issues into lasting solutions? We're seeking an analytical professional who can manage the lifecycle of all problems within Member Services while driving continuous service improvement. As our Problem Manager, you'll identify root causes of recurring incidents, implement permanent solutions, and work cross-functionally to prevent future disruptions while increasing operational efficiency.

What makes this role different:

End-to-end ownership: Manage Problem Management process aligned with ITIL best practices while serving as organizational subject matter expert.

Proactive impact: Identify problems through trend analysis before they become major incidents, preventing future service disruptions.

Cross-functional leadership: Coordinate technical and non-technical teams to investigate, diagnose, and resolve underlying issues.

Continuous improvement: Drive service improvement initiatives by analyzing trends and recommending proactive measures that reduce downtime.

What you'll actually do:

Own problem management process: Manage Problem Management lifecycle end-to-end, ensuring alignment with ITIL best practices while championing methodology across organization.

Identify problems proactively: Conduct trend analysis of incidents, major incidents, and monitoring data to identify and log problems before they escalate.

Lead root cause analysis: Conduct comprehensive RCA using structured methodologies such as Kepner-Tregoe, 5 Whys, or Ishikawa diagrams to determine underlying causes.

Coordinate resolution efforts: Lead cross-functional technical and non-technical teams to investigate, diagnose, and resolve complex underlying issues effectively.

Maintain knowledge base: Update Known Error Database (KEDB) while ensuring workarounds are documented and communicated effectively to all stakeholders.

Drive metrics and reporting: Track and report problem management metrics including recurring incidents, mean time to resolve, and reduction in incident volumes.

Facilitate continuous improvement: Lead post-incident reviews (PIRs) and problem review meetings while analyzing trends and recommending proactive CSI initiatives.

Collaborate on permanent fixes: Liaise with Change Management to implement permanent solutions while minimizing risk and ensuring smooth transitions.

Qualifications

What you bring to our mission:

The foundational experience:

• Bachelor's degree in Information Technology, Computer Science, or related field (equivalent experience considered)
• Proven experience in IT Service Management (ITSM), preferably within ITIL-aligned environment
• ITIL v3/v4 Foundation certification (Problem Management Practitioner certification is plus)

The analytical expertise:

• Strong analytical and problem-solving skills with structured approach to root cause analysis
• Ability to work under pressure and manage multiple priorities in fast-paced environment
• Experience conducting comprehensive trend analysis and identifying patterns in incident data

The professional competencies:

• Analytical thinking and attention to detail: Deep dive into complex issues to identify underlying patterns and root causes
• Process ownership and accountability: Take full ownership of problem management process while driving results
• Collaboration and influencing skills: Work effectively across teams to coordinate resolution efforts and drive consensus
• Customer-centric mindset: Focus on preventing disruptions and improving service quality for end users
• Continuous improvement orientation: Proactively seek opportunities to enhance processes and prevent future issues
• Excellent communication, facilitation, and stakeholder management skills for all organizational levels

Why you'll love it here:

We believe in total rewards that actually matter—not just competitive packages, but benefits that support how you want to live and work.

Your wellbeing comes first:

• Comprehensive medical and dental coverage through our own health solutions (yes, we use what we build!)
• Mental health support and wellness programs designed by experts who get it
• Flexible work arrangements that fit your life, not the other way around

Financial security that makes sense:

• Retirement planning support to help you build real wealth for the future
• Basic Life and AD&D Insurance plus Short-Term and Long-Term Disability protection
• Employee savings programs and voluntary benefits like Critical Illness and Hospital Indemnity coverage

Growth without limits:

• Professional development opportunities and clear career progression paths
• Mentorship from industry leaders who want to see you succeed
• Learning budget to invest in skills that matter to your future

A culture that energizes:

• People Matter: Inclusive community where every voice matters and diverse perspectives drive innovation
• One Team One Dream: Collaborative environment where we celebrate wins together and support each other through challenges
• We Deliver: Mission-driven work that creates real impact on people's health and wellbeing, with clear accountability for results
• Grow Forward: Continuous learning mindset with team events, recognition programs, and celebrations that make work genuinely enjoyable

The practical stuff:

• Competitive base salary plus that rewards your success
• Unlimited PTO policy because rest and recharge time is non-negotiable
• Benefits effective day one—because you shouldn't have to wait to be taken care of

Ready to create a healthier world? We're ready for you.

No candidate will meet every single qualification listed. If your experience looks different but you think you can bring value to this role, we'd love to learn more about you.

Personify Health is an equal opportunity organization and is committed to diversity, inclusion, equity, and social justice.

In compliance with all states and cities that require transparency of pay, the base compensation for this position ranges from $70,000 to $85,000 annually. Note that compensation may vary based on location, skills, and experience. This position is eligible for 10% target bonus/variable compensation as well as health, dental, vision, mental health and other benefits.

We strive to cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive. Personify Health is committed to driving Diversity, Equity, Inclusion and Belonging (DEIB) for all stakeholders: employees (at each organization level), members, clients and the communities in which we operate. Diversity is core to who we are and critical to our work in health and wellbeing.

#WeAreHiring #PersonifyHealth

Beware of hiring scams: Personify Health will never ask for payment or sensitive personal information such as social security numbers during the hiring process. All official communication will come from a verified company email address. If you receive suspicious requests or communications, please report them to talent@personifyhealth.com. All of our legitimate openings can be found on the Personify Health Career Site.