ITSM Problem Manager

Job Description

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 Next Gen 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 Next Gen Healthcare specialties: PM, EHR, ACE, PxP, Database, Infrastructure, Performance, Interoperability, or Interface.

• 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., 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 Systems, Engineering, or related technical field.

• Or, 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…