Take ownership of recurring issues and turn them into long-term operational wins across Member Services.
About Personify Health
Personify Health is on a mission to simplify and personalize the healthcare experience for employers, health plans, and health systems. We deliver flexible work, meaningful benefits, and an inclusive culture where every voice matters. Our work is rooted in improving health outcomes, reducing costs, and making the healthcare experience better for everyone we serve.
Schedule
- Full-time
- 100 percent remote
- Flexible work environment
- Benefits begin day one
Responsibilities
- Manage the full Problem Management lifecycle aligned with ITIL best practices
- Identify recurring issues through trend analysis of incidents and monitoring data
- Conduct root cause analysis using structured methods like 5 Whys, Kepner-Tregoe, or Ishikawa diagrams
- Lead cross-functional technical and non-technical teams to investigate and resolve underlying issues
- Maintain the Known Error Database and document workarounds for organizational use
- Track and report key metrics including recurring incidents, time to resolution, and incident reduction
- Facilitate post-incident reviews and problem review meetings
- Drive continuous improvement initiatives that strengthen service reliability
- Partner with Change Management to implement permanent fixes while mitigating risk
Requirements
- Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
- Proven experience in IT Service Management, ideally in an ITIL-aligned environment
- ITIL v3 or v4 Foundation certification required; Problem Management certification ideal
- Ability to identify incident trends and analyze complex operational data
- Comfortable managing multiple priorities in a fast-paced environment
- Strong communication, facilitation, and collaboration skills
- Customer-first mindset with focus on preventing disruptions
- Ability to lead and influence cross-functional teams
- Detail-oriented, analytical, and committed to continuous improvement
Benefits
- Comprehensive medical and dental coverage
- Mental health support and wellness programs
- Flexible remote work structure
- Retirement planning resources
- Life, AD&D, Short-Term and Long-Term Disability coverage
- Employee savings plans and voluntary benefits
- Professional development and clear career growth paths
- Learning budget for continuous skill development
- Unlimited PTO
- Mission-driven, collaborative culture where every voice matters
If you’re driven to make systems stronger, prevent disruptions before they happen, and lead a proactive approach to problem-solving, this role fits you.
Happy Hunting,
~Two Chicks…