IT Problem Management Analyst

What You’ll Do    

• Oversee incident response, prioritization, escalation, and resolution activities 

• Continuously improve incident management processes, tools, and runbooks 

• Play a critical role in maintaining service reliability, enforcing adherence to SLAs, and fostering a culture of accountability and continuous improvement across support teams 

• Provide guidance and recommendations to business and technical partners to help prevent future incidents and improve system stability and client satisfaction 

• Maintain and uphold Incident and Problem policies and procedures in accordance with ITIL processes 

• Review and maintain incident and problem reports and records to ensure accuracy 

• Provide timely communications to stakeholders, leadership, & users 

• Serve in a 24/7 on-call rotation, typically every three weeks, to support incident response and critical operational issues. 

What You Bring  

• Bachelor's degree or advanced degree (where required) 

• 3+ years of experience in related field. 

• In lieu of degree, 5+ years of experience in related field. 

What You’ll Get  

• The opportunity to work at the cutting edge of health care delivery with a team that’s deeply invested in the community   

• Work-life balance, flexibility, and the autonomy to do great work    

• Medical, dental, and vision coverage along with numerous health and wellness programs    

• Parental leave and support plus adoption and surrogacy assistance    

• Career development programs and tuition reimbursement for continued education    

• 401k match including an annual company contribution    

• Learn more    

Where You’ll Work 

Our Hybrid Flex approach is built on presence with a purpose – giving you flexibility to work remotely with intentional in-person connection – that supports a workplace that’s flexible, connected, and future focused. 

In a Hybrid-Flex role, you’ll work in the office at least two days a week for collaboration and connection. In a Remote Flex role, you’ll work virtually, with a few in-office visits each year for meaningful moments that matter. 

Whether your role is Hybrid Flex or Remote Flex depends on the nature of the work and distance from our Durham headquarters. We welcome candidates from outside the local area and in any states listed on this job posting. Onsite expectations will be discussed during the interview process. 

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