IS Problem Process Manager - Penn State Health - IS Adminstration

Penn State Health Shared Services


Location:  US:PA:Hershey

Work Type:  Full Time

FTE:  1.0

Shift:  Days
Hours:  Days




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

ITIL certification

Demonstrated work experience in the following areas:

Diagnostic utilities and applications

Root cause analysis practices




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 or download our Accommodation Instructions for Job Applicants PDF for more detailed steps for assistance.