ITSM Problem Manager

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🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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NextGen Healthcare

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1998

⚕️ Healthcare Insurance

☁️ SaaS

📡 Telecommunications

💰 Venture Round on 2015-02

Healthcare Insurance • SaaS • Telecommunications

NextGen Healthcare is a company that provides integrated health IT solutions to ambulatory practices. Their services include electronic health records (EHR), practice management, interoperability, patient engagement, and telehealth solutions. They aim to enhance the patient and provider experience through innovative technologies such as AI-driven workflows and mobile solutions. NextGen Healthcare also offers tailored solutions for various specialties and focuses on improving clinical and financial outcomes for their clients. They support practices of all sizes, from small offices to large enterprises, and emphasize the importance of interoperability and data exchange to enhance healthcare delivery.

📋 Description

• Drive root cause analysis, permanent problem elimination, and long-term service improvements • Collaborate with Incident and Change Management teams • Lead investigations for the identification, documentation, and prioritization of problems • Own and manage in-depth technical investigations using structured methodologies • Drive the implementation of technical solutions that address the root causes of problems • Serve as a designated expert within the Expert Hub responsible for troubleshooting and resolving incoming cases • Develop or recommend automation scripts and tools to prevent issue recurrence

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related technical field • 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 • Strong background in application and/or infrastructure architecture, with experience across cloud, on-prem, and hybrid 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.)

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off