• Remote Problem Coordinator

    Insight Global (Brentwood, TN)


    Job Description

    The Problem Coordinator leads the end-to-end Problem Management process, partnering with Major Incident Managers (MIMs) to prevent recurring incidents and drive permanent fixes. This role oversees problem tickets, orchestrates root cause analysis (RCA), tracks corrective actions, and ensures follow-ups are completed. The Problem Coordinator supports MIMs administratively, analyzes trends, and works cross-functionally to improve service reliability and customer experience.

    Key Responsibilities

    • Oversee and track problem management tickets, ensuring progress and closure.

    • Facilitate and document RCA sessions (e.g., 5 Whys, Fishbone).

    • Provide administrative support to MIMs, ensuring RCAs, tasks, and follow-ups are completed.

    • Analyze incident trends and prioritize problems with the highest business impact.

    • Maintain and update known error records and workarounds.

    • Collaborate with IT teams and stakeholders to implement permanent fixes.

    • Build and maintain dashboards and reports on problem management metrics.

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

    Skills and Requirements

    • 1–2 years’ experience in problem management or IT service management.

    • Experience with root cause analysis and problem ticket oversight.

    • Strong organizational, analytical, and communication skills.

    • Familiarity with ITIL practices and ITSM tools. • ITIL v4 Foundation Certification.

    • Experience supporting major incident management.

    • Background in healthcare or enterprise IT environments.