IT Service Management Specialist
4 weeks ago
About the Role
The IT Service Management team at Blue Shield of California is seeking a highly skilled IT Service Analyst, Consultant to join our team. As a key member of our team, you will be responsible for facilitating, investigating, diagnosing, and resolving IT service incidents and outages.
Key Responsibilities
- Coordinate and work in partnership with the business and IT teams to deliver high-quality IT services
- Act as a trusted advocate to technology specialists and work collaboratively to provide effective solutions
- Drive restoration of services and identify root causes of incidents and outages
- Adopt a business and customer-oriented approach to delivering services and cost optimization while focusing on quality improvements
- Ensure that deployed IT services are aligned to business needs and actively support them
- Partner with IT Business Portfolio Owners to facilitate business transformation
- Build relationships with Director and Executive level stakeholders across Blue Shield and partners/vendors
- Input to and influence evolution of Service Designs to mature service quality
- Oversee performance against committed SLAs and SLOs
- Lead investigation, diagnosis, and root cause analysis phases for critical service outages
- Recommend best-fit solutions and drive cross-functional IT teams to implement them
- Actively manage IT incidents as the incident coordinator
Requirements
- Bachelor's degree and at least 7 years of related experience or equivalent combination of education and experience
- Strong communication skills and ability to articulate complex architectures to non-technical audiences
- Strong understanding of business domains and applications supporting these domains
- Ability to deep dive on technical issues and provide guidance towards resolution
- Service delivery experience with large-scale, enterprise IT systems
- Full-stack awareness and ability to identify and diagnose issues at multiple layers
- Ability to operate in a high-pressure environment and communicate complex technical issues to senior management
- Excellent problem-solving and investigative analysis skills
- Ability to effectively present information, business case, and change recommendations to groups of managers and customers
Preferred Qualifications
- Understanding of healthcare industry and evolution of technologies to support that industry
- Familiarity with DevSecOps methodologies
- Current knowledge of techniques and technologies in continuous integration, continuous deployment, and continuous assessment
- Experience implementing Site Reliability Engineering (SRE) methodologies
- Experience implementing and supporting cloud solutions for infrastructure and applications
- Experience using monitoring tools such as Splunk, Dynatrace, and Big Panda
- Hands-on experience using reporting and analysis software like Service Now, Tableau, and others
- ITIL ITSM v4, CMMi, and/or Lean Six Sigma certification
Pay Range
The pay range for this role is: $ to $ for California.
Notes
Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade.
Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.
About the Team
Blue Shield of California's mission is to ensure all Californians have access to high-quality health care at a sustainably affordable price.
We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.
To fulfill our mission, we must ensure a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contribute to meet the needs of the multifaceted communities we serve.
Our continued commitment to diversity, equity, and inclusion upholds our values and advances our goal of creating a healthcare system that is worthy of our family and friends while addressing health disparities, promoting social justice, and integrating health equity through our products, business practices, and presence as a corporate citizen.
Blue Shield has received awards and recognition for being a certified Fortune 100 Best Companies to Work, Military Friendly Employer, People Companies that Care, a Leading Disability Employer, and one of California's top companies in volunteering and giving.
Our Values
Honest . We hold ourselves to the highest ethical and integrity standards.
We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short.
Human . We strive to be our authentic selves, listening and communicating effectively, and showing empathy towards others by walking in their shoes.
Courageous . We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.
Our Workplace Model
Blue Shield of California is dedicated to making work-life balance a reality.
Whether you prefer to work in an office or from home, we understand flexibility is more important than ever.
That's why Blue Shield is a hybrid company, offering you the opportunity to decide where you can do your best and most meaningful work.
Two ways of working:
Hybrid - In a business unit-approved office a few times per week to 3 days per week, on average
Office - In a business unit-approved office 4+ days a week, on average
Physical Requirements:
Office Environment - roles involving part to full-time schedule in Office Environment.
Please click here for further physical requirement detail.
Equal Employment Opportunity:
External hires must pass a background check/drug screen.
Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State, and local laws, including but not limited to the San Francisco Fair Chance Ordinance.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status, or disability status and any other classification protected by Federal, State, and local laws.
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