Problem Management Specialist

Insight Global; United States; Remote; USD 31,684 - 34,440; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A leading staffing company seeks a Problem Coordinator to manage the end-to-end Problem Management process. This entry-level role requires 1–2 years of experience in problem management or IT service management, overseeing problem tickets and facilitating root cause analyses. The ideal candidate will have strong organizational and analytical skills along with knowledge of ITIL practices. This 6-month remote contract position offers competitive pay and potential for full-time employment.

Qualifications

• 1–2 years’ experience in problem management or IT service management required.
• Experience with root cause analysis and problem ticket oversight necessary.
• Strong organizational, analytical, and communication skills are essential.

Responsibilities

• Oversee and track problem management tickets.
• Facilitate and document RCA sessions.
• Provide administrative support to Major Incident Managers.
• Analyze incident trends and prioritize high-impact problems.
• Collaborate with teams to implement permanent fixes.

Skills

Problem management

Root cause analysis

Organizational skills

Analytical skills

Communication skills

Tools

ITIL practices

ITSM tools

Job description

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

Job Description

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.

Key Responsibilities

• 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.

Required Skills & Experience

• 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.

Nice to Have Skills & Experience

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

Seniority Level

Entry level

Employment Type

Contract

Job Function

Administrative and Analyst

Industries

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

Benefits

• Medical insurance
• Vision insurance
• 401(k)