IT Problem Management Coordinator
Independence Blue Cross
Philadelphia, PA 19103 United States

About our Company

The leading health insurer in the Philadelphia region, Independence Blue Cross is a company in motion, continually refining our processes and products to offer the best value to our more than 3.1 million members nationwide.  As a pacesetter in the dynamic health care industry, Independence Blue Cross is not only a leader, but also an innovator, growing and expanding into new markets to enhance the health and wellness of the people and communities we serve.
The IT Problem Management Coordinator is responsible for the coordination efforts of cross-functional service restoration teams to resolve the service outages that occur and resolves incident ownership disputes between teams. The IT Problem Management Coordinator's goal is to restore normal service operation as quickly as possible following an incident so that the impact on the availability and quality of services is minimized. 

The purpose of this position is to provide a consistent way to handle all incidents reported by users, internal technical staffs, and failures of configuration items that have not yet impacted a service. The IT Problem Management Coordinator will ensure service issues are processed with urgency to continually improve downtime impact to the business and directly assist the Problem Manager in concluding Root Cause and communicating recommendations to support teams in order to mitigate or remove such outages occurring in the future. In addition, the IT Problem Management Coordinator will provide leadership and the overall situational analysis throughout the lifecycle of incident resolution. That leadership will manifest itself in ongoing optimization such as the design and implementation of new processes, policies and special initiatives to enhance problem management so it better supports the business’s needs.

  • Coordinates day-to-day execution of the process
  • Performs day-to-day process administration
  • Implements process improvements as directed by the Process Owner
  • Communicates new and changed policies across IT
  • Assembles resolver groups to analyze, triage and work towards workarounds and then for the root cause
  • Analyzes and distributes process reports
  • Identifies improvements to the process owner
  • Acts as focal point for process; communicates with customers, service providers, management
  • Serves as an entry point for resolution of issues with items not complying with the process
  • Ensures completeness and integrity of information collected via daily operations
  • Manages process templates and reports
  • Follows defined escalation path when needed, as defined in the escalation policy
  • Responsible for managing the recording and tracking of every problem where no routine solution is available or where it cannot be matched to an already existing problem or known error.
  • Diagnoses and classifies incidents and problems to easily identify recurring IT operational issues.


  • Bachelor’s degree in Computer Science, or IT
  • ITIL V.3 Foundations Certification
  • IT work experience in IT Operations, Infrastructure, Applications
  • Solid foundation in IT Infrastructure and technology
  • Familiar with interfaces for other HPSM modules especially Configuration Management
  • Well versed in Incident and Problem Management modules of HPSM, COP, HP event monitoring tools
  • Understands corporate IT policies, procedures and standards
  • Knows the business systems environment
  • Knows Incident and Problem Management practices and policies
  • Knows IT strategy and the customers
  • Knows business processes and knows the services provided to customers, including the Service Levels, the underlying applications and IT Stack
  • Recognizes information technology’s role in providing the business with the capability to achieve competitive advantage, meet Scorecard objectives, etc.
  • Strong verbal and written communication skills especially in translating technical problems for IS’s business partners
  • Ability to quickly galvanize teams across the IS Enterprise and come to solutions
  • Good understanding of statistical and analytical principles and processes
  • Ability to perform root cause analysis using best practices methodologies
  • Good presentation skills
  • Manages conflict and negotiate effectively
  • Ability to interact successfully with all levels of the customer organization
Equal Employment Opportunity 

Independence Blue Cross is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status.

Agency Disclaimer

All resumes submitted directly to an Independence Blue Cross Family of Companies employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of the Independence Blue Cross Family of Companies . Please note that no fee will be paid in the event the candidate is hired by the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.

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Job code: 623414