Problem Manager

Problem Manager (Healthcare IT) | LATAM | Remote

About the Role

We are seeking an experienced Problem Manager to support mission-critical healthcare applications and services while driving operational excellence across enterprise production environments.

In this role, you will be responsible for leading Problem Management activities , performing Root Cause Analysis (RCA) , identifying trends, reducing recurring incidents, and driving continuous service improvement. You will collaborate closely with Application Support, Engineering, Infrastructure, Product, and Operations teams while leveraging ServiceNow and AI-powered technologies to improve incident resolution, knowledge management, automation, and engineering productivity.

This is an excellent opportunity to work on large-scale healthcare platforms in a fast-paced, highly collaborative environment.

Key Responsibilities

• Own and manage the end-to-end Problem Management process following ITIL best practices.
• Perform Root Cause Analysis (RCA) for recurring and high-impact production incidents.
• Identify incident trends and recommend permanent corrective and preventive actions.
• Collaborate with Engineering, Infrastructure, Application Support, and Product teams to eliminate recurring production issues.
• Drive continuous service improvement initiatives focused on stability, reliability, and operational excellence.
• Analyze production data, logs, SQL queries, APIs, and system integrations to determine root causes.
• Maintain accurate Problem Records and documentation within ServiceNow ITSM.
• Develop knowledge articles and operational documentation to improve support efficiency.
• Leverage AI-assisted tools to accelerate troubleshooting, documentation, knowledge management, and operational workflows.
• Promote automation-first practices to improve engineering productivity and reduce operational effort.

Required Qualifications

• Experience managing Problem Management processes within enterprise production environments.
• Strong understanding of ITIL Problem, Incident, and Change Management.
• Hands-on experience with ServiceNow ITSM.
• Strong SQL, database, and data analysis skills.
• Experience troubleshooting enterprise applications, APIs, integrations, and infrastructure.
• Excellent analytical thinking and Root Cause Analysis (RCA) skills.
• Strong verbal and written communication skills.
• Customer-focused mindset with a strong sense of ownership.
• Experience supporting enterprise production applications.

Preferred Qualifications

• Experience using AI-powered engineering tools such as:
• ChatGPT
• GitHub Copilot
• Claude
• Codex
• Microsoft Copilot
• Experience using AI for:
• Incident triage
• Knowledge management
• SQL development
• Documentation
• Operational automation
• Knowledge of ServiceNow AI capabilities, including:
• Now Assist
• Predictive Intelligence
• Virtual Agent
• AI Search

Preferred Healthcare Experience

Experience in one or more of the following healthcare domains is highly desirable:

• Claims Processing
• Healthcare Retrieval
• RADV
• HEDIS
• Provider & Member Systems
• Clinical Data Exchange
• Healthcare Data Validation
• HIPAA / PHI-compliant environments
• Optum, UnitedHealthcare, or other healthcare payer organizations

What We're Looking For

• Strong critical thinking and problem-solving skills.
• Ability to identify patterns and eliminate recurring production issues.
• Passion for continuous service improvement.
• Excellent collaboration and stakeholder management skills.
• Interest in leveraging AI to transform IT operations and enterprise support.

Location: Guadañajara (Hybrid)

English: Advanced (written and verbal communication required).