ITSM/ IT Service Management Engineer I-III (ServiceNow)

Blue Cross Blue Shield of Arizona is a local, independent Blue Cross Blue Shield Association and a not-for-profit health insurance company headquartered in Phoenix. Founded in 1939, the company has more than 1,800 dedicated employees throughout its Phoenix, Tucson, Chandler and Flagstaff offices. Providing health insurance products, services and networks to more than 1 million Arizonans, Blue Cross Blue Shield of Arizona offers various health plans for individuals, families, and small and large businesses. Blue Cross Blue Shield of Arizona also offers Medicare supplement plans to individuals over age 65.

Blue Cross Blue Shield of Arizona helps to fulfill its mission of improving the quality of life of Arizonans by delivering a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.

• Level 1 IT Service Mgt, Engineer I (grades 29 – 30)
• Level 2 IT Service Mgt, Engineer II (grade 31)

• Level 3 IT Service Mgt, Engineer III (grades 32 – 33)

Designs, tests, implements solutions within the enterprise IT Service Management (ITSM) platform. Provides ongoing administrator support for the ITSM platform as well as providing guidance of design, testing, implementation and maintenance of supporting ITSM processes (e.g. Change Management, Incident Management, Request Fulfillment, etc).

REQUIRED QUALIFICATIONS

Required Work Experience

Level 1 - 2 years Experience in ITSM process and tool administration / management, including ITIL practices

1 year Experience developing technical solutions to ITSM-related business needs

Level 2 - 3 years Experience in ITSM process and tool administration / management, including ITIL practices

2 years Experience developing technical solutions to ITSM-related business needs

Level 3 - 4 years Experience in ITSM process and tool administration / management, including ITIL practices

3 years Experience developing technical solutions to ITSM-related business needs

3 years Experience in engineering / systems administration experience with the enterprise-level ITSM application (Ex. ServiceNow)

Level 4 - 6 years Experience in ITSM process and tool administration / management, including ITIL practices

5 years Experience developing technical solutions to ITSM-related business needs

4 years Experience in engineering / systems administration experience with the enterprise-level ITSM application (Ex. ServiceNow)

2 years Supervisory or lead experience

Required Education

• High-School Diploma or GED in general field of study

Required Licenses

• N/A

Required Certifications

• N/A

PREFERRED QUALIFICATIONS

Preferred Work Experience

Level 1 - 3 years Experience in ITSM process and tool administration / management, including ITIL practices

2 year Experience in planning, design, development, and implementation of software systems, applications, and related products

Level 2 - 4 years Experience in ITSM process and tool administration / management, including ITIL practices

3 years Experience in planning, design, development, and implementation of software systems, applications, and related products

2 years in Project Management

Level 3 - 5 years Experience in ITSM process and tool administration / management, including ITIL practices

4 years Experience in planning, design, development, and implementation of software systems, applications, and related products

3 years in Project Management

4 years Experience in designing, implementing and managing ITSM processes / tools

Level 4 - 8 years Experience in ITSM process and tool administration / management, including ITIL practices

6 y ears Experience in planning, design, development, and implementation of software systems, applications, and related products

5 years in Project Management

6 years Experience in designing, implementing and managing ITSM processes / tools

2 years Supervisory or lead experience

• Previous Healthcare experience

• Bachelor’s Degree in computer technology, business, or related field

• N/A

• ISO/IEC 20000 Foundation
• ITIL v3 Foundation

ESSENTIAL job functions AND RESPONSIBILITIES

• Lead or participate in large, complex projects to achieve key business objectives
• Collaborate with the team on application architecture design and decision-making
• Develop innovative solutions to meet the needs of the business
• Recommend IT processes to bring new and more efficient functionality
• Analyze and identify technical errors within the system, resolving them without affecting system performance
• Develop, monitor, and upgrade ITSM tool solutions and components
• Provide deployment support for ITSM tool applications
• Design, customize, engineer, and test ITSM tool services in a multi-tier environment
• Provide alternate design solutions along with project estimates
• Design and implement application enhancements in collaboration with different teams
• Troubleshoot production support issues post release deployment and come up with solutions
• Anticipate emerging customer needs and develop innovative solutions to meet them
• Solve unique and complex problems with broad impact on the business
• Translate highly complex concepts in ways that can be understood by a variety of audiences
• Work with management in terms of supplying input for key design and architecture decisions, as well as work estimation and resource planning
• Perform reviews of ITSM tool design and specifications to ensure that solutions employ good engineering practices and promote the ITIL strategy
• Maintain/create ITSM process documentation (Process, Procedure, etc.)
• The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements
• Perform all other duties as assigned

REQUIRED COMPETENCIES

Required Job Skills

• Intermediate PC proficiency
• Intermediate proficiency in spreadsheet and word processing software
• Knowledge and experience in design and development of ServiceNow solutions

Required Professional Competencies

• Strong analytical skills to support independent and effective decisions
• Perseverance in the face of resistance or setbacks
• Strong verbal and written communications skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
• Ability to prioritize tasks and work with multiple priorities, sometimes under limited time constraints
• Effective interpersonal skills and ability to maintain positive working relationship with others
• Systems research and analysis
• Experience working with third parties
• Knowledge of business requirements, development and user acceptance testing
• Maintain confidentiality and privacy

Required Leadership Experience and Competencies

• Ability to build synergy with a diverse team in an ever-changing environment
• Facilitate and resolve customer requests and inquiries for all levels of management within the Corporation
• Strong organizational skills

PREFERRED COMPETENCIES

Preferred Job Skills

• Intermediate knowledge of ITIL v.3.
• Systems research and analysis expertise

Preferred Professional Competencies

• Advanced tactical planning and decision making skills
• Able to cope with multiple priorities and high customer expectations and bridge the demands between IT and business customers
• Advanced understanding of information systems, business processes and key drivers and measures for success
• Advanced analytical and diagnostic skills dealing with issues that are often novel and not readily defined, lack known precedent or appear contradictory
• Presentation and public speaking abilities
• Advanced project management skills
• Create business requirements, technical specifications, test plans and test scripts
• Conceptualize new business architecture and infrastructure

Preferred Leadership Experience and Competencies

• Mentor junior ITSM members on the concepts of IT Service Management
• Ability to build and deliver training to junior team members
  
  

Our Commitment

BCBSAZ does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.

Thank You

Thank you for your interest in Blue Cross Blue Shield of Arizona. For more information on our company, see azblue.com. If interested in this position, please apply.