Architect, ITSM

Job Description:

The Architect, ITSM Architect plays a critical role in leading the design, optimization, and implementation of IT Service Management (ITSM) processes, including Incident Management, Problem Management, Change Management, and IT Operations Management (ITOM) for NextGen Healthcare clients. This individual will be responsible for orchestrating major incidents, driving strategic ITOM initiatives, and overseeing ITSM framework integration across the organization to ensure smooth service delivery, rapid incident resolution, and continuous improvement. This role involves close collaboration with various internal teams, including Client Services, Product, Development, IT Operations, and senior stakeholders, to minimize service disruptions and ensure robust, proactive service management. As an ITSM Architect, this position will ensure alignment with ITIL methodologies and best practices while optimizing IT operations and leading cross-functional efforts during critical incidents to restore service as quickly as possible. The role will also contribute to enhancing NextGen Healthcare's service management capabilities and ensuring scalability and operational efficiency.

• ITSM Framework Development: Design, implement, and continuously improve ITSM processes (Incident, Problem, Change Management) in alignment with ITIL principles, driving operational efficiency and effectiveness.
• Incident Command: Act as the lead Incident Commander during major incidents, ensuring swift coordination of resources, clear communication, and effective resolution to minimize business impact. Ensure timely execution of recovery plans and post-incident reviews.
• IT Operations Management (ITOM): Oversee ITOM processes, ensuring the infrastructure, server, network, and database operations are maintained and optimized for maximum uptime and performance. Address operational challenges and prevent incidents through proactive management.
• Root Cause Analysis & Problem Management: Lead problem management efforts to identify root causes of recurring incidents, design long-term solutions, and drive continuous improvements to reduce service disruptions.
• Change Management: Participate in Change Advisory Board (CAB) meetings to review change requests and assess risk to ensure that all changes are implemented with minimal disruption to service delivery, and that best practices are adhered to.
• Stakeholder Communication & Collaboration: Ensure clear and concise communication with key stakeholders, including IT teams, business units, and senior management, throughout major incidents, changes, and ITOM activities.
• Documentation & Reporting: Maintain accurate and up-to-date records of all incidents, changes, problems, and ITOM activities. Create regular reports on performance metrics, including incident resolution times, ITOM efficiency, and problem management success.
• ITSM Process Optimization: Identify areas of improvement within ITSM processes and propose solutions to streamline workflows, reduce manual interventions, and enhance automation.
• Training & Awareness: Provide training to staff on ITSM, ITOM best practices, and Incident Command processes to ensure consistent, high-quality service delivery across teams.
• Continuous Improvement: Conduct post-incident and post-change reviews to evaluate performance and identify improvement opportunities. Implement changes to enhance ITSM and ITOM processes based on feedback and data-driven insights.
• Risk & Impact Management: Proactively identify potential risks in IT services and infrastructure and collaborate with relevant teams to mitigate issues before they result in significant service disruptions.
• Collaboration with ITSM Major Incident Manager: Work directly with the ITSM Major Incident Manager to align on incident management strategies, ensure process compliance, and support incident escalation and resolution processes.
• Perform other duties that support the overall objective of the position.

Education Required:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 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 or ITSM-related role, with a strong focus on Incident Management, Problem Management, ITOM, and Change Management.
• Experience in managing or architecting ITSM frameworks (preferably ITIL-based) across multiple service management processes.
• Experience in leading high-priority major incidents and orchestrating cross-functional incident response teams.
• Experience in IT Operations Management (ITOM), including managing infrastructure, performance optimization, server/network/database management.
• Proven track record of driving continuous improvement and process optimization within an ITSM environment.
• Experience in providing leadership and coordination during high-pressure situations, such as large-scale outages or critical incidents.

License/Certification Required:

• ITIL Expert or ITIL v3/v4 Foundation certification is required; advanced ITIL certifications are preferred.
• ITOM/Cloud Certifications (e.g., AWS Certified Solutions Architect, Microsoft Azure certifications) are a plus.
• Project Management Certifications (e.g., PMP, PRINCE2, Scrum Master) are beneficial.
• Incident Management Certifications (e.g., Incident Command, Crisis Management) are desirable.

Knowledge, Skills & Abilities:

• Knowledge of: Strong expertise in ITIL-based service management, with a deep understanding of Incident, Problem, and Change Management best practices. Understanding of service management tools (e.g., ServiceNow, BMC Remedy, etc.) and their configuration for optimal ITSM performance.
• Skill in: Strong leadership and incident command skills, with the ability to coordinate cross-functional teams during major incidents. Excellent problem-solving, analytical, and root cause analysis skills.  Exceptional communication skills to facilitate collaboration and keep stakeholders informed during high-pressure situations. Project management skills to drive ITSM and ITOM initiatives from conception to execution.
• Ability to: Work under pressure and in high-stakes situations, managing multiple priorities and complex issues. Lead teams in a fast-paced, dynamic IT environment with a focus on continuous improvement. Collaborate with cross-functional teams, building strong relationships with IT, business units, and external stakeholders. Foster a culture of accountability and resilience within the ITSM and ITOM teams.

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.