ITSM, Incident Management

Job Description:

The ITSM Manager is crucial to overseeing and managing all facets of IT Service Management (ITSM), including Major Incident Management, Change Management, and Problem Management, affecting NextGen Healthcare clients either directly or indirectly. This role requires close collaboration with teams across Client Services, EDI, RCM, Connected Health, Product, Development, and IT to ensure that IT systems and infrastructure are managed smoothly, causing minimal disruption to both the organization and its clients. As an integral part of a broader team, the ITSM Manager will engage with stakeholders throughout NextGen Healthcare to ensure compliance with the ITSM methodology and the Information Technology Infrastructure Library (ITIL) framework in order to maximize employee adoption and minimize resistance.

• Enhance and evolve the ITIL framework to ensure that all IT services, including incidents, changes, and problems, are properly documented, reviewed, approved, and executed.
• Oversee the review of all incident, change, and problem management plans, including risk assessments, impact analysis, and communication strategies.
• Facilitate regular CAB and Major Incident Management meetings to assess and approve actions, ensuring the involvement of relevant stakeholders in the decision-making process.
• Supervise the management of the incident, change, and problem queues and configurations, ensuring efficient execution with minimal risk.
• Identify and manage potential risks associated with IT services, taking proactive measures to minimize service disruptions.
• Maintain accurate and up-to-date records of all incidents, changes, and problems, including requests, approvals, and post-implementation reviews.
• Ensure clear and effective communication with stakeholders, including IT teams, business units, and senior management, regarding all ITSM-related activities.
• Monitor and enforce compliance with ITIL policies and procedures across Major Incident Management, Change Management, and Problem Management processes.
• Conduct post-implementation reviews to assess the success and impact of all ITSM activities and make necessary adjustments for continuous improvement.
• Provide training and awareness programs for staff to ensure understanding and adherence to ITSM processes.
• Develop and report on key performance indicators (KPIs) related to the effectiveness and efficiency of ITSM practices.
• Identify and implement enhancements to ITSM processes, procedures, and tools to improve employee and client satisfaction.
• Perform other duties that support the overall objective of the position.

Education Required:

• Bachelor’s degree.   
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• 6+ years of Information Technology experience.
• 5+ years in a Technical Support Manager role including two (2) years in healthcare organization.
• Experience with ITSM specifically in the areas of Major Incident Management, Change Management, and Problem Management.
• Experience implementing or managing various ITSM/ITIL functions such as Major Incident Management, Problem Management, etc. is preferred.

License/Certification Required:

• Relevant technical certifications such as ITIL, Project Management, CompTIA, Microsoft, AWS, or Health IT is preferred.

Knowledge, Skills & Abilities:

• Knowledge of: Strong knowledge of ITIL principles and best practices.
• Skill in: Excellent project management skills, analytical and problem-solving skills. Proven organizational and time management skills. Excellent communication and interpersonal skills.
• Ability to: Work with teams in a virtual environment. Work in a fast-paced and dynamic IT environment. Self-directed and autonomous work ethic. 

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.