Problem Management Specialist

Problem Coordinator

Location: Remote in the US – Must be able to work 8am-5pm CST hours.

Duration: 6‑month contract with high potential to convert full‑time.

Base pay range: $23.00/hr – $25.00/hr

The Problem Coordinator leads the end‑to‑end Problem Management process, partnering with Major Incident Managers (MIMs) to prevent recurring incidents and drive permanent fixes. This role oversees problem tickets, orchestrates root cause analysis (RCA), tracks corrective actions, and ensures follow‑ups are completed. The Problem Coordinator supports MIMs administratively, analyzes trends, and works cross‑functionally to improve service reliability and customer experience.

• Oversee and track problem management tickets, ensuring progress and closure.
• Facilitate and document RCA sessions (e.g., 5 Whys, Fishbone).
• Provide administrative support to MIMs, ensuring RCAs, tasks, and follow‑ups are completed.
• Analyze incident trends and prioritize problems with the highest business impact.
• Maintain and update known‑error records and workarounds.
• Collaborate with IT teams and stakeholders to implement permanent fixes.
• Build and maintain dashboards and reports on problem management metrics.

• 1–2 years’ experience in problem management or IT service management.
• Experience with root cause analysis and problem ticket oversight.
• Strong organizational, analytical, and communication skills.
• Familiarity with ITIL practices and ITSM tools.

• Experience supporting major incident management.
• Background in healthcare or enterprise IT environments.

Entry level

Contract

Administrative and Analyst

Hospitals and Health Care, Health and Human Services, and Professional Services

• Medical insurance
• Vision insurance
• 401(k)