You could be the one who changes everything for our 28 million members by using technology to improve health outcomes around the world. As a diversified, national organization, Centene's technology professionals have access to competitive benefits including a fresh perspective on workplace flexibility. **Position Purpose:** Documents and tracks problems and manages the problem record lifecycle by ensuring that respective incidents, problems, or changes are identified, documented, and tracked to resolutions in line with agreed resolution plans and service level agreements. + Leads small projects + Reviews incidents and problem records to identify impacted system and application outages that require follow-up analysis + Reviews and monitors compliance metrics and key performance indicators (KPIs) to identify areas which can mature the problem processes, policies, and training materials + Manages active problems regarding progress and status, ensuring customers are kept up to date with clear concise information + Executes proactive problem management analysis to identify and minimize future problems and recommend service improvement plans + Performs problem control activities including problem identification, recording, classification, investigation, and diagnosis + Ensures concerns are addressed in a timely manner, including events, ticketing issues, requests, questions, and training opportunities; handle escalations as needed + Reviews statistical reports validating the problem management process; identify incident trend data with regard to determining root causes, diagnosing faults, and determining whether new incidents are related to existing problems + Engages with appropriate technical and business teams within the organization to assist in the resolution of complex problem records + Performs other duties as assigned + Complies with all policies and standards **Education/Experience:** A Bachelor's degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science). Requires 4 – 6 years of related experience. Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position. **Technical Skills:** + One or more of the following skills are desired. + Enterprise Problem Management experience + ITIL **Soft Skills:** + Intermediate - Seeks to acquire knowledge in area of specialty + Intermediate - Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions + Intermediate - Ability to work independently + Intermediate - Demonstrated analytical skills + Intermediate - Demonstrated project management skills + Intermediate - Demonstrates a high level of accuracy, even under pressure + Intermediate - Demonstrates excellent judgment and decision making skills **License/Certification:** + ITIL Foundations v3 or v4 required Pay Range: $83,600.00 - $155,000.00 per year Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law. Total compensation may also include additional forms of incentives. Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law. Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act