Penn State Health Shared Services
Work Type: Full Time
Under general direction from the IS Customer Experience Leader, the problem manager is responsible for tracking IT incidents and conducting trend analyses, conducting post-mortems after major incidents, and coordinating the available problem management resources to conduct root cause analysis.
Bachelors Degree or equivalent experience required
3 years of experience in IT root cause incident analysis or incident management
Demonstrated work experience in the following areas:
Diagnostic utilities and applications
Root cause analysis practices
SKILLS AND ABILITIES:
Solid relationship management and process management skills
Exceptional interpersonal skills, with a focus on listening and questioning skills
Strong documentation skills
Inquisitive personality: desire to see the incident management process beyond the immediate resolution of the incident
Ability to conduct research on a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language to non-technical staff and end users
Keen attention to details
Proven analytical and problem-solving abilities
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Experience in healthcare IT
This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.
Penn State Health is fundamentally committed to the diversity of our faculty and staff. We believe diversity is unapologetically expressing itself through every person's perspectives and lived experiences. We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information. If you are unable to use our online application process due to an impairment or disability, please call 717-531-8440 between the hours of 8:30 AM and 4:30 PM, Eastern Standard Time, Monday – Friday, email firstname.lastname@example.org or download our Accommodation Instructions for Job Applicants PDF for more detailed steps for assistance.