Member Services Problem Manager

Personify Health

130d • $70,000 - $85,000

About The Position

Ready to create a healthier world? We are ready for you! Personify Health is on a mission to simplify and personalize the health experience to improve health and reduce costs for companies and their people. At Personify Health, we believe in offering total rewards, flexible opportunities, and a diverse inclusive community, where every voice matters. Together, we’re shaping a healthier, more engaged future.

Requirements

• 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 a plus).
• 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.
• Excellent communication, facilitation, and stakeholder management skills for all organizational levels.

Nice To Haves

• 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.

Responsibilities

• Manage Problem Management lifecycle end-to-end, ensuring alignment with ITIL best practices while championing methodology across organization.
• Conduct trend analysis of incidents, major incidents, and monitoring data to identify and log problems before they escalate.
• Conduct comprehensive root cause analysis using structured methodologies such as Kepner-Tregoe, 5 Whys, or Ishikawa diagrams to determine underlying causes.
• Lead cross-functional technical and non-technical teams to investigate, diagnose, and resolve complex underlying issues effectively.
• Update Known Error Database (KEDB) while ensuring workarounds are documented and communicated effectively to all stakeholders.
• Track and report problem management metrics including recurring incidents, mean time to resolve, and reduction in incident volumes.
• Lead post-incident reviews (PIRs) and problem review meetings while analyzing trends and recommending proactive continuous service improvement initiatives.
• Liaise with Change Management to implement permanent solutions while minimizing risk and ensuring smooth transitions.

Benefits

• Comprehensive medical and dental coverage through our own health solutions.
• Mental health support and wellness programs designed by experts.
• Flexible work arrangements that fit your life.
• Retirement planning support.
• 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.
• Professional development opportunities and clear career progression paths.
• Mentorship from industry leaders.
• Learning budget to invest in skills.
• Unlimited PTO policy.
• Benefits effective day one.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees