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).

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