ITSM Problem Manager: Root-Cause & Automation Lead

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

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.