[Hiring] ITSM Problem Manager @NextGen Federal Systems

Role 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.

• Lead investigations for the identification, documentation, and prioritization of problems based on major incidents, incident trends, monitoring insights, and stakeholder input.
• 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, including 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.
• Develop or recommend automation scripts and tools to prevent issue recurrence or reduce manual intervention.
• Support the Manager, Problem Management in overseeing the lifecycle of problems from identification through root cause and remediation.
• Capture and share knowledge through problem records, technical documentation, and lessons learned sessions.
• Drive a culture of continuous improvement and proactive problem prevention within the Problem Management process.
• Develop and present problem management reports, including KPIs, RCA documentation, and trend analysis, to leadership.
• Perform other duties that support the overall objective of the position.

Qualifications

• 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.

Requirements

• 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.

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).

License/Certification

• ITIL v4 certification(s) and/or TOGAF certification are a plus.

Knowledge, Skills & Abilities

• 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.
• 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.
• 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.