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

Problem Identification & Analysis :

• 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.

Root Cause Analysis (RCA) :

Solution Architecture & Implementation Support :

Technical Collaboration Across Teams :

Expert Hub Case Ownership :

Automation & Scripting :

Problem Lifecycle Management :

Knowledge Management & Preventative Measures :

Process Improvement :

Reporting & Metrics :

Perform other duties that support the overall objective of the position.

Education Required :

Experience Required :

Preferred :

License / Certification Required :

Knowledge, Skills & Abilities :

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and / or assign tasks for the employee to perform, as the company may deem appropriate.

NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.