NextGen Healthcare · 3 months ago
ITSM Problem Manager
United States
Full-time
Remote
Senior Level
5+ years expNextGen Healthcare is a leader in healthcare technology, and they are seeking an ITSM Problem Manager to enhance service delivery through effective problem management strategies. The role involves conducting root cause analysis, driving technical solutions, and collaborating with various teams to resolve persistent issues.
AnalyticsElectronic Health Record (EHR)Health CareInformation ServicesMedical
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 (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
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
Qualification
Required
Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical field
Any combination of education and experience which would provide the required qualifications for the position
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
ITIL v4 certification(s) and/or TOGAF certification are a plus
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
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
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)
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
Company
NextGen Healthcare
NextGen Healthcare offers a range of software, services, and analytics solutions to medical and dental group practices. It is a sub-organization of Quality Systems.
1001-5000 employees
H1B Sponsorship
NextGen Healthcare has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (4)
2023 (4)
2022 (3)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Mumbai Angels
2025-05-02Acquired
2015-02-16Series Unknown
Leadership Team
David Sides
Board Member
Recent News
Behavioral Health Business
2025-12-21
Company data provided by crunchbase