ITSM Problem Manager

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 Next Gen 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 Next Gen 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.

• 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., Service Now, 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 time frames, RCA completion rates, and impact reductions.
• Perform other duties that support the overall objective of the position.

• Bachelor's degree in Computer Science, Information…