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Problem Management Specialist

Company: Change Healthcare
Location: Nashville
Posted on: November 23, 2020

Job Description:

Job Description:Transforming the future of healthcare isn't something we take lightly. It takes teams of the best and the brightest, working together to make an impact. As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.Here at Change Healthcare, we're using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life. If you're ready to embrace your passion and do what you love with a company that's committed to supporting your future, then you belong at Change Healthcare. Pursue purpose. Champion innovation. Earn trust. Be agile. Include all. Empower Your Future. Make a Difference. Title Problem Management Specialist Overview of Position Working within the ESM model, the Problem Management Specialist will participate in developing and implementing needed or improved processes, while working across organizational boundaries to socialize and gain acceptance of and participation in CHC Enterprise Problem Management. It will be necessary to be able to fully represent ESM and Problem Management to accurately communicate impact, outcomes, and benefits to stakeholders (both IT and Business. This requires adaptability, leadership, organizational awareness, sound judgment and a strong analytical ability. What will be my duties and responsibilities in this job? * Guide the various enterprise teams through the adoption and execution of the CHC Problem Management process, to improve the overall stability of the production environment both regionally and globally (including process and product improvements. Execution by the enterprise teams includes * Performing comprehensive and inciteful Root Cause Analysis * Creating responsive Corrective and Preventive Action plans (CAPA) * Performing Post-Incident Investigation * Timely completion of CAPA tasks * Review, Edit, and Approve completed RCAs and proposed CAPAs * Participate in Daily Operations Call, and the Major Problem Review Board * Production, analysis and reporting of Incident and Problem trends data to identify and eliminate root causes * Initiate actions to fix potential interruptions to service identified during proactive and trending analysis * Demonstrate where possible repeat incidents are occurring across the enterprise and collaborate with identified teams to initiate a CAPA * Assist in Identifying Root Cause Trends * Participate in diagnosis of faults and determining if new incidents are related to known errors or existing problem records * Initiate independent Problem investigation and Root Cause Analysis as directed by leadership or identified through metrics analysis * Assist in production and maintenance of Known Error library documentation * Attend technical meetings pertaining to active and potential Problems * Develop, implement, advise and consult with other technical, development, and business teams on processes relating to Problem Management, Incident Management, Event Telemetry, and Change Management * Identify opportunities for continuous improvement by interacting with various organizations in IT, evaluating incident management and incident management data processes, identifying weakness and recommending improvement plans; identify and drive data quality improvements and opportunities for automation What are the requirements needed for this position? * Minimum of 3+ years of relevant experience in Problem Management, IT Operations or Support, or Business Analysis * An understanding of the technology and architecture used in a large enterprise is required, e.g. Unix / Linux, Windows, storage, networking, databases, IT security, web infrastructure, application engineering and support, artificial intelligence, automation * Strong sense of commitment and drive towards problem prevention * Experience with ITSM tools with strong understanding of related service management principles What other skills/experience would be helpful to have? * Excellent communication skills and experience, both verbal and written. Proven ability to communicate confidently and clearly via various modalities with all levels of the organization * Knowledge of AWS, Linux, Data Management, databases and networking will be an advantage * Client focus; Demonstrated experience in 'Customer-first' process development and execution * ITIL V3 or V4 Foundation Certificate in IT Service Management desired * Aptitude for, and interest in, learning new technologies * Knowledge of the software development life cycle * Proven troubleshooting and critical thinking skills Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system! Equal Opportunity/Affirmative Action Statement Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race

Keywords: Change Healthcare, Nashville , Problem Management Specialist, Executive , Nashville, Tennessee

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