Senior ITSM Problem Manager: RCA, Automation & Cloud

NEXTGEN Healthcare; Atlanta (GA); On-site; USD 120,000 - 150,000; Full time

Job summary

NextGen Healthcare is seeking a seasoned ITSM Problem Manager to lead root cause analysis, permanent problem elimination, and long-term service improvements across NextGen environments.

You will partner with Support Operations, IS Hosting, Information Security, IS, and Product & Development to investigate complex incidents and implement remediation strategies, including hands-on triage when needed.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical field.
• 5+ years in IT operations, software engineering, systems architecture, or infrastructure engineering.
• 2+ years in a dedicated Problem Management or post-incident review role.
• Experience across cloud, on-prem, and hybrid environments.
• ITIL v4 certification(s) and/or TOGAF certification are a plus.

Responsibilities

• Lead investigations for problem identification and prioritization using data-driven insights.
• Own and manage in-depth investigations to identify true root causes of recurring incidents or service degradations.
• Drive the implementation of technical solutions addressing root causes, including code fixes and infrastructure enhancements.
• Collaborate with Incident and Change Management, engineers, architects, developers, and operations teams to implement remediation strategies.
• Develop or recommend automation scripts to prevent recurrence and enable self-healing capabilities.
• Oversee the lifecycle of problems from identification through remediation and closure in ITSM tools.
• Develop and present problem management reports and KPIs to leadership.
• Capture knowledge and develop reusable solutions and best practices to avoid future issues.

Skills

Root cause analysis

Automation

Scripting

Python

PowerShell

SQL

Cloud AWS/GCP

CI/CD

Interoperability

ITIL knowledge

Team collaboration

Education

Bachelor's degree in CS/IS/Engineering

Tools

ServiceNow

Salesforce Service Cloud

Kubernetes

Docker

CMDB tools

Job description

NextGen Healthcare is seeking a seasoned ITSM Problem Manager to lead root cause analysis, permanent problem elimination, and long-term service improvements across NextGen environments.

You will partner with Support Operations, IS Hosting, Information Security, IS, and Product & Development to investigate complex incidents and implement remediation strategies, including hands-on triage when needed.