ITSM Problem Manager

Job Description:

The ITSM Problem Manager is a strategic and hands-on role responsible for driving root cause analysis, problem elimination, and long-term solutions to recurring issues impacting NextGen Healthcare. This role will partner closely with Support Operations, IS Hosting, Information Security, IS, and Product & Development teams to investigate and resolve persistent issues affecting service delivery. The incumbent will be responsible for one or more of the following NextGen Healthcare specialties: PM, EHR, ACE, PxP, Database, Infrastructure, Performance, Interoperability, or Interface.

Problem Identification & Analysis:

• Lead investigations for the identification, documentation, and prioritization of problems based on major incidents, incident trends, monitoring insights, and stakeholder input. Use data-driven approaches to identify systemic issues and proactively drive improvements.

Root Cause Analysis (RCA):

• Own and manage in-depth technical investigations using structured methodologies (e.g., 5 Whys, Fishbone, Fault Tree Analysis) to identify true root causes of recurring incidents or service degradations.

Solution Architecture & Implementation Support:

• Drive the implementation of technical solutions that address the root causes of problems. This includes contributing to code fixes, database optimizations, performance tuning, or infrastructure enhancements.

Technical Collaboration Across Teams:

• Collaborate with Incident and Change Management teams, engineers, architects, developers, and operations personnel across Support Operations, IS Hosting, IT Security, and application development teams to co-create and implement effective problem remediation strategies.

Expert Hub Case Ownership:

• Serve as a designated expert within the Expert Hub responsible for troubleshooting and resolving incoming cases related to your area of specialization (e.g., PM, EHR, ACE, PxP, Database, Infrastructure, Performance, Interoperability, or Interface). Collaborate with and mentor support team members to expand knowledge of applications and services as well as troubleshooting techniques. Work closely with clients to provide deep product insights, knowledge sharing, and enablement.

Automation & Scripting:

• Develop or recommend automation scripts and tools to prevent issue recurrence or reduce manual intervention. Contribute to self-healing capabilities and resilience engineering initiatives.

Problem Lifecycle Management:

• Support the Manager, Problem Management in overseeing the lifecycle of problems from identification through root cause and remediation. Ensure problem records are updated, categorized, and closed with accurate documentation in the ITSM tool (e.g., ServiceNow, Salesforce Service Cloud).

Knowledge Management & Preventative Measures:

• Capture and share knowledge through problem records, technical documentation, and lessons learned sessions. Develop reusable solutions, best practices, and architectural guidance to avoid future issues.

Process Improvement:

• Drive a culture of continuous improvement and proactive problem prevention within the Problem Management process by identifying gaps, reducing Mean Time to Repair (MTTR), and refining the interaction between Problem Management and other ITSM processes (Incident, Change, Configuration, etc.).

Reporting & Metrics:

• Develop and present problem management reports, including KPIs, RCA documentation, and trend analysis, to leadership. Provide metrics and dashboards to measure problem management effectiveness, including problem recurrence rates, resolution timeframes, RCA completion rates, and impact reductions.

Perform other duties that support the overall objective of the position.

Education Required:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related technical field.
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• 5+ years of experience in IT operations, software engineering, systems architecture, or infrastructure engineering.
• 2+ years in a dedicated Problem Management or post-incident review role.
• Experience in enterprise IT environments is essential.
• Strong background in application and/or infrastructure architecture, with experience across cloud, on-prem, and hybrid environments.
• Proven experience working cross-functionally and collaboratively in high-pressure environments.

Preferred:

• Experience working in DevOps or Agile environments.
• Exposure to containerized platforms and orchestration (e.g., Kubernetes, Docker).
• Hands-on experience with service mapping and CMDB tools.
• Prior experience with ITSM tools (e.g., ServiceNow, Salesforce Service Cloud).

License/Certification Required:

• ITIL v4 certification(s) and/or TOGAF certification are a plus.

Knowledge, Skills & Abilities:

• Knowledge of: Proficiency in at least one scripting or development language (e.g., Python, PowerShell, Java, SQL) and knowledge of enterprise databases (SQL Server, PostgreSQL, etc.). In-depth understanding of enterprise systems, networking concepts, storage, virtualization, and database architectures.
• Highly desirable knowledge: Familiarity with performance bottleneck analysis and scalability design ; Familiarity with observability platforms (e.g., Splunk, Datadog, Dynatrace, AppDynamics) ; Understanding of IT compliance and risk frameworks.
• Skill in: Exceptional diagnostic skills with the ability to deconstruct complex technical problems. Effective communication skills with the ability to explain technical findings to non-technical stakeholders. Collaboration and the ability to work cross functionally. Strong documentation skills with a focus on accuracy, clarity, and completeness.
• Ability to: Strong ability to think both tactically and strategically to address root causes and architect long-term solutions. Ability and comfort preparing detailed reports, technical diagrams, and root cause analysis documents.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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