Incident & Problem Management

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

As an Early Career Application Designer at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position.

Your role in our mission

• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the Incident and Problem management process.
• Driving the efficiency and effectiveness of the incident management process.
• Producing management information, including KPIs and reports.
• Driving, developing, managing, and maintaining the incident process and associated procedures.
• Ensuring that all IT teams follow the incident management process for every incident.
• Coordinate the resolution of incidents utilizing technical resources in a 24x7x365 enterprise organization.
• Send executive-style communications giving details of the incident and impacts to the business.
• Provide a command-and-control presence on technical bridges driving work streams and engaging teams to resolve incidents.
• Authoritatively and confidently guide incidents to resolution.
• Produces Problem Management reports and management information.
• Identifies trends and potential Problem sources (by reviewing Incident and Problem analyses).
• Prevents the replication of Problems across multiple systems.
• Coordinates meetings to resolve problems.
• Maintains inventory of problems under analysis and their current progress and status.
• Follow up on issues and progress with problem owners where necessary.
• Identifies resources needed to resolve problems.
• Reviews the efficiency and effectiveness of proactive Problem Management activities.

What we're looking for

• Two years professional experience in incident management, practices and skills role.
• Must be able to work unconventional shifts which will include weekends.
• Must be able to participate in an on-call rotation for support outside business hours.
• Working knowledge of IT Service Management tools (ServiceNow).
• Broad technology understanding across Distributed Systems, Storage and Networks.

What you should expect in this role

Work Environment

• Remote environment within the US. 
• This position will be accepting applications through Monday, January 6th.

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The pay range for this position is $43,300.00 - $61,900.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.