ITSM Problem Manager

NextGen Healthcare; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

A leading healthcare software company is seeking an ITSM Problem Manager to oversee root cause analysis and problem resolution. The ideal candidate will collaborate across multiple IT teams, contribute to ongoing improvements, and possess extensive experience in IT operations. This full-time position offers a dynamic work environment focused on proactive problem management.

Qualifications

• 5+ years of experience in IT operations or similar fields.
• 2+ years in a dedicated Problem Management role.
• Experience in enterprise IT environments is essential.

Responsibilities

• Identify and analyze problems based on incidents and trends.
• Own and manage technical investigations for root cause analysis.
• Collaborate with various teams to drive problem remediation.

Skills

Problem Identification

Root Cause Analysis

Technical Collaboration

Automation & Scripting

Process Improvement

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

Salesforce Service Cloud

Kubernetes

Docker

Job description

Overview

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.

Responsibilities

• 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. 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. 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). Mentor support team members and work with clients to share product insights 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 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 as needed to support the overall objective of the position.

Education Required

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related technical field (required).
• 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: 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.
• Skills: Exceptional diagnostic skills with the ability to deconstruct complex technical problems. Effective communication with non-technical stakeholders. Collaboration and cross-functional work. Strong documentation skills with accuracy and clarity.
• Abilities: Ability to think tactically and strategically to address root causes and architect long-term solutions. Ability to prepare detailed reports, technical diagrams, and RCA documents.

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

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology and Project Management

Industries

• Software Development