Marathon Health is a leading provider of advanced primary care in the U.S., serving 2.5 million eligible patients through approximately 630 employer and union-sponsored clients. Our comprehensive services include advanced primary care, mental health, occupational health, musculoskeletal, and pharmacy services, delivered through our 680+ health centers across 41 states. We also offer virtual primary care and mental health services accessible in all 50 states. Transforming healthcare delivery with a patient-first approach, we prioritize convenient access to both in-person and virtual care, resulting in improved health outcomes and significant cost savings. Committed to inclusivity and collaboration, we foster a positive work environment and recruit exceptional talent to ensure expertise and compassion in healthcare delivery. Marathon has been recognized as a five-time Modern Healthcare Best Places to Work in Healthcare winner and a six-time Best in KLAS award winner for employer-sponsored healthcare services.

ABOUT THE JOB

As the Problem Management Analyst you will be responsible for managing and resolving IT problems that impact the organization’s critical healthcare systems and services. You will work closely with technical teams to identify the root causes of recurring incidents, implement corrective actions, and prevent future disruptions to IT services. As part of a healthcare provider organization, you will also be responsible for ensuring that all IT problems are managed in accordance with healthcare industry regulations such as HIPAA and HITECH, ensuring data security and compliance are always maintained.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Collaborate with IT support, infrastructure, and application teams to identify recurring or high impact incidents and investigate their root causes.
• Conduct thorough root cause analysis (RCA) for IT problems, using appropriate tools and methodologies (e.g., Fishbone Diagram, 5 Whys, Failure Mode Effects Analysis).
• Work closely with incident management teams to ensure problem records are created and maintained for all identified problems.
• Develop and implement corrective actions, workarounds, or long-term solutions to resolve underlying IT problems and prevent recurrence.
• Coordinate with cross-functional teams (e.g., infrastructure, development, and security) to implement corrective actions and resolve root causes.
• Prioritize problems based on their impact and urgency, ensuring timely resolution for critical healthcare systems.
• Conduct trend analysis of incident data to proactively identify areas of improvement and predict potential future problems.
• Develop and propose strategies for proactive problem management to prevent future incidents, focusing on areas like system performance, network reliability, and application stability.
• Regularly review and refine problem management processes to improve efficiency, compliance, and effectiveness in identifying and addressing underlying issues.
• Collaborate with Change Management teams to ensure that identified solutions for problems are properly documented and tested before being applied in production environments.
• Ensure that all problem management activities align with the change management process to minimize risk when implementing solutions.
• Support the deployment of changes or patches that address known IT problems, ensuring that changes are well-planned, coordinated, and tested.
• Maintain accurate records for all IT problems, including RCA, corrective actions, and resolution steps, ensuring transparency and clear communication across teams.
• Generate regular reports on problem management activities, tracking trends, resolution times, and ongoing issues, and report these findings to IT leadership.
• Prepare post-mortem reports for major incidents, identifying lessons learned, and ensuring that solutions are shared with relevant stakeholders.
• Serve as a liaison between IT technical teams, management, and end-users to ensure that problem management processes and outcomes are communicated effectively.
• Provide regular updates to stakeholders, including senior IT management, on the status of ongoing problems, actions being taken, and resolutions.
• Educate and mentor other IT staff on problem management best practices, tools, and methodologies.
• Ensure that all problem management processes adhere to industry standards, internal policies, and regulatory requirements (e.g., HIPAA, HITECH) for data protection and privacy.
• Collaborate with security and compliance teams to ensure that any problem resolution also addresses potential security or regulatory risks.
• Support the preparation for audits and assist in the creation of compliance documentation related to IT problem management.
• Analyze and report on trends in problem management metrics to drive continuous improvement in IT services and problem management processes.
• Contribute to the ongoing development and enhancement of the ITIL-based service management processes, with a focus on improving problem resolution and reducing the overall impact on end users and healthcare operations.

QUALIFICATIONS

Bachelor’s degree in information technology, Computer Science, Healthcare IT, or a related field and 3+ years of experience in IT problem management, incident management, or IT service management, or equivalent combination of education and experience. Experience working in a healthcare environment with a strong understanding of the unique IT needs and regulatory requirements (e.g., HIPAA). Hands-on experience with ITIL processes, particularly Problem Management, and familiarity with ITSM tools (e.g., ServiceNow, Freshworks and/or Freshservice). Knowledge and understanding of relevant legal and regulatory requirements, including HIPAA (Health Insurance Portability and Accountability Act), and PCI-DSS, Service Organization Control (SOC) or Hi-Trust

Certifications:

• ITIL Foundation Certification (or higher)
• Certified Problem Management Professional (CPMP) or equivalent certification
• CompTIA IT Fundamentals or similar technical certifications
• Certified Healthcare Technology Specialist (CHTS) or similar healthcare IT certifications.

DESIRED ATTRIBUTES

• Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
• Experience with IT infrastructure, cloud services, applications, and systems used in healthcare environments.
• Familiarity with monitoring, logging, and diagnostic tools to analyze system performance and identify problems.
• Proficiency in Microsoft Office Suite and ITSM tools for documentation, reporting, and tracking problem management activities.
• Understanding of network systems, servers, databases, and application management in a complex enterprise environment.

Pay Range: $75,000 - $85,000/yr

The actual offer may vary dependent upon geographic location and the candidate’s years of experience and/or skill level.

We are accepting applications for this position until a candidate has been selected. To apply to this position and learn more about open jobs at Marathon Health, visit our careers page.