Problem Manager (Healthcare IT) | LATAM | Remote About the RoleWe 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 SearchPreferred Healthcare ExperienceExperience 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 organizationsWhat 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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