Job Summary

This position is responsible for executing the organization's Problem Management practice, reducing recurring incidents, improving service stability, and driving continuous service improvement across the IT environment. This role serves as a key liaison between infrastructure, application, operations, security, and business teams to identify root causes of service disruptions, implement preventative measures, and enhance operational resilience.

The Senior Problem Management Analyst facilitates complex investigations, leads post-incident reviews, drives corrective action plans, and provides strategic insight into technology risks and service performance trends. The role requires strong analytical, technical, and stakeholder management skills, along with expertise in ITIL-based service management practices.

NOTE: WFH role and must reside in Texas or Illinois. Relocation will not be offered; sponsorship is not available including if you are currently on OPT.

Required Job Qualifications:
* Bachelor degree and 4 years in Information Technology OR Technical Certification and/or College Courses and 6 year Information Technology experience OR 8 years Information Technology experience.
* Knowledge of ITIL v3 framework
* Knowledge of ITSM systems
* Knowledge of all Infrastructure technologies, including monitoring and event management technologies
* Experience with UC/Collaboration and Executive Support, including mobile devices (laptops, tablets, handheld)
* Experience with Mainframe and Mainframe Storage, including z/OS, CICS, VSAM, - all other Mainframe technologies
* Experience with Compute, DBMS, Storage, Middleware, including Server, OS, Virtualization, and Container technologies
* Experience with Network, Voice, Call Center and Network (data and voice) technologies
* Supplier management
* Infrastructure domain knowledge
* Continuous improvement
* Incident management
* Knowledge of required technologies (incl 3rd party solutions)
* Problem Management / RCA
* Customer service oriented
* Adaptability and ability to introduce / manage change
* Drive conflict management in high pressure situations
* Performance / metrics-driven decision making

Preferred Job Qualifications:
* Bachelor degree in relevant field (IT, Engineering) or equivalent career experience
* 7+ years of experience in IT Operations, Service Management, Infrastructure Support, or related disciplines.

* 3+ years of direct experience in Problem Management, Major Incident Management, or Service Reliability functions.

* Strong knowledge of ITIL principles and IT Service Management frameworks.

* Experience leading complex Root Cause Analysis investigations.

* Exceptional analytical and troubleshooting skills.

* Strong communication, facilitation, and stakeholder management abilities.

* Experience with ServiceNow or similar ITSM platforms.

* Oral/written communication skills

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Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process!

Pay Transparency Statement:

At Health Care Service Corporation, you will be part of an organization committed to offering meaningful benefits to our employees to support their life outside of work. From health and wellness benefits, 401(k) savings plan, pension plan, paid time off, paid parental leave, disability insurance, supplemental life insurance, employee assistance program, paid holidays, tuition reimbursement, plus other incentives, we offer a robust total rewards package for employees. Learn more about our benefit offerings by visiting https://careers.hcsc.com/totalrewards.

The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan subject to the terms and the conditions of the plan.

Base Pay Range
$84,400.00 - $152,300.00

Exact compensation may vary based on skills, experience, and location.