Senior Problem Analyst

Job#: 3056171 Job Description: Apex Systems is hiring a Senior Problem Analyst for a large Healthcare client.

Location: Fully remote anywhere in the US - you must be authorized to work in the United States without sponsorship.

Role Overview

We are seeking a Senior Problem Analyst to join our Enterprise Problem Management (EPM) team. This role is focused on driving permanent solutions to recurring and high-impact service issues. The successful candidate will be instrumental in identifying root causes, implementing corrective actions, and establishing controls to prevent future impact across the enterprise.

Key Responsibilities

• Resolve lower-severity problems end-to-end, including investigation, documentation, and closure.
• Support major problem investigations through data analysis, participation in Root Cause Analysis (RCA) sessions, and incident reviews.
• Perform trend analysis to proactively identify potential problem candidates.
• Follow up with various IT groups to ensure the completion of corrective actions and problem tasks.
• Maintain the Known Error Database (KEDB), operational reports, dashboards, and the Problem Management SharePoint site.
• Participate in daily stand-up meetings to review active incidents and problems.
• Analyze and evaluate underlying issues to suggest process improvements based on observed patterns.

Required Qualifications Education: A Bachelor's degree is required.

Experience: 4+ years of experience in IT Service Management or ITIL environments. This should include experience in areas such as Problem Management, Incident Management, production support, or technical operations within a complex enterprise.

Technical Skills:

• Thorough understanding of the ITIL Problem Management process and root cause analysis techniques.
• Experience with ServiceNow or a comparable enterprise ITSM platform for managing problem and incident records.
• Strong analytical skills and the ability to produce concise written documentation for RCAs, problem records, and leadership updates.

Additional Candidate Qualities

• Ability to work a US Central Time (CT) schedule, Monday–Friday.
• Flexible and adaptable to the changing needs of a dynamic IT environment.
• Strong analytical thinker who can quickly learn the environment, establish facts, identify control gaps, and drive change.
• Organized and persistent with follow-up, capable of managing multiple problems simultaneously.
• Clear communication skills for interacting with technical teams, vendors, and leadership.

Preferred Qualifications

• ITIL Foundation certification or higher is preferred.
• Hands-on experience with tools such as Dynatrace, Nexthink, and Power BI.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide. Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered. UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems. © 2026 Everforth, Inc. All rights reserved.

Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

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4400 Cox Road

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Glen Allen, Virginia 23060

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.