Your Role

The IT Service Management Incident Management team's activities consider the availability, reliability, maintainability, scalability, performance, and serviceability at both service and component level of IT Services. The roles within the team are focused by business domain, to provide direct linkage and knowledge between IT customers (BSC business and members) and IT service providers. There is a strong partnership relationship between this role and the associated Business Service Portfolio Owners and IT Service Portfolio Leads.

The IT Service Analyst, Consultant will report to the Manager of the IT Service Management Incident Management team. The IT Service Analyst, Consultant position is a leadership position requiring breadth/depth of experience as an individual contributor operating across a matrixed environment and as a pragmatic leader of mixed discipline technology teams. Key responsibilities of the IT Service Analyst, Consultant are facilitation, investigation, diagnosis, root cause analysis and critical problem solving, and incident resolution and/or restoration. Focus on successful execution/delivery of outcomes, and track record for identifying and proactively mitigating risks to services, are critical. This role also acts as a key communicator between BSC IT and our customers, and directly engages with partners/vendors in support of both proactive planning and response to issues to assure service quality.

Your Work

In this role, you will:

• Coordinate and work in partnership with the business and with the IT Business Owners to deliver high quality IT services
• Become a trusted advocate to technology specialists in designated areas and work well with them to provide collaborative, achievable, and effective solutions
• Act as a technical leader to drive restoration of services and potential root cause identification of incidents and outages
• Adopt/lead a business and customer-oriented approach to delivering services and cost optimization while focusing on quality improvements
• Ensure that the deployed IT services are aligned to the business needs and actively support them, and that IT solutions underpin, and anticipate, the business processes
• Partner with the IT Business Portfolio Owners as an IT agent for change to facilitate business transformation
• Be one of the first points of contact for service escalations to support swift decision making and course correction
• Build relationships at Director and Executive level across BSC and partners/vendors and provide regular, clear communications
• Input to and influence evolution of Service Designs to mature service quality based on learnings from incidents and problems experienced
• Oversee performance against committed SLAs and SLOs
• Lead the investigation, diagnosis, root cause analysis phases for critical service outages affecting Business Domains supported
• Recommend "best fit" solutions (which may be over phases and short/medium/longer term timelines) and drive cross functional IT teams to implement these solutions
• Actively manage IT Incidents as the incident coordinator, ensuring timely and appropriate solutions to issues are delivered resulting in improved quality and increased customer satisfaction

Your Knowledge and Experience

• Requires a Bachelors degree and at least 7 years related experience or equivalent combination of education and experience
• Strong communication skills and an ability to articulate complex architectures to non-technical audiences
• Strong understanding of business domains and applications supporting these domains (membership, claims, billing, etc.)
• 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 the ability to identify and diagnose issues at multiple layers
• Ability to operate in a high-pressure environment and be comfortable explaining complex technical issues to senior management and above
• Excellent and proven problem solving and investigative analysis, root cause analysis skills
• Ability to effectively present information, business case, change recommendations and respond to questions from groups of managers and customers
• Understanding of healthcare industry and evolution of technologies to support that industry to maintain perspective of future innovation preferred
• Familiarity with DevSecOps methodologies is a plus
• Current knowledge of techniques and technologies in continuous integration, continuous deployment, and continuous assessment preferred
• Experience implementing Site Reliability Engineering (SRE) methodologies preferred
• Experience implementing and supporting cloud solutions for infrastructure and applications preferred
• Experience using monitoring tools such as Splunk, Dynatrace, Big Panda and others useful in root cause analysis for application or infrastructure issues preferred
• Hands-on experience using reporting and analysis software like Service Now, Tableau and Digital.ai to analyze data and generate reports based on focused data sets preferred
• ITIL ITSM v4, CMMi, and/or Lean Six Sigma certification

Pay Range:

The pay range for this role is: $ 118800.00 to $ 178200.00 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.