ITSM Problem Manager

NextGen Healthcare; Georgia; On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Diversity and inclusion initiatives

Career advancement opportunities

Job summary

NextGen Healthcare is seeking a seasoned ITSM Problem Manager to join their Service Excellence team in Georgia. This hands-on role involves root cause analysis and service improvements across environments. Ideal candidates have deep knowledge of cloud architecture, ITIL practices, and experience in troubleshooting complex issues.

Responsibilities include leading investigations, collaborating across teams, and driving continuous improvement. A Bachelor's degree in Computer Science and 5+ years of relevant experience are essential for success in this role.

Qualifications

• 5+ years in IT operations, software engineering, or systems architecture.
• 2+ years in a dedicated Problem Management or post-incident review role.
• Experience in enterprise IT environments.

Responsibilities

• Lead investigations for the prioritization of problems based on incidents.
• Own and manage in-depth technical investigations to identify true root causes.
• Drive the implementation of solutions addressing root causes.

Skills

Problem-solving

ITIL knowledge

Scripting languages

Cloud architecture

Collaboration skills

Education

Bachelor's degree in Computer Science

Tools

ServiceNow

Salesforce Service Cloud

Job description

Job Description

About the Role:

We are looking for a seasoned and technically strong ITSM Problem Manager to join our ITSM Service Excellence team. This strategic and hands‑on role is responsible for driving root cause analysis, permanent problem elimination, and long‑term service improvements across NextGen Healthcare environments. The ideal candidate will bring deep understanding in one or more of the following: cloud architecture in AWS and/or Google Cloud, CI/CD and release engineering, SaaS architecture, APIs and interoperability, and AI tools and automation.

The Problem Manager will partner closely with Support Operations, IS Hosting, Information Security, IS, and Product & Development teams to investigate and resolve persistent issues affecting service delivery. This is not a process‑only role: for some clients, the Problem Manager will be expected to work hands‑on to triage and solve complex technical incidents. The ideal candidate combines strong ITIL knowledge with practical architecture, integration, scripting, data analysis, and automation skills to eliminate problems at their source.

Problem Managers will be responsible for one or more of the following NextGen Healthcare specialties: PM, EHR, ACE, PxP, Interface, Interoperability, Database & Performance, or Tech. Candidates with strong experience in interoperability, APIs, cloud platforms, or automation are especially encouraged to apply.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• Serve as a designated expert within the Expert Hub responsible for troubleshooting and resolving incoming cases related to your area of specialization. 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.
• Develop or recommend automation scripts and tools to prevent issue recurrence or reduce manual intervention. Contribute to self‑healing capabilities and resilience engineering initiatives.
• 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).
• 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.
• 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.).
• 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

• 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

• 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

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

Knowledge, Skills & Abilities

• 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.
• 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.
• 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.

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