Lead IT Service Management Analyst

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POSITION PURPOSE

Identifies and assists with implementation plan of Information Technology Service Management (ITSM) while carrying out the Continuous Service Improvement practice, to ensure that IT services are aligned with the changing needs of the business. Reviewing management information and trends to ensure services meet agreed upon service levels, and to ensure output of processes are achieving the desired results. Also conducts maturity assessments against the current process activities to demonstrate areas of improvement or concern. Provides insight into the ITSM lifecycle and roadmap to define next steps of process maturity. Accountable for complying with all laws and regulations that are associated with assigned duties and responsibilities.

NATURE AND SCOPE

This role does not manage people This role reports to this job:

MANAGER, IT SERVICE MANAGEMENT

Necessary Contacts:

INSIDE RELATIONSHIPS

Make presentations to management. Provides technical advice to management and frequently participates as technical advisor and consultant in management decisions. Recognized as an ITSM authority inside own organization. Must be able to understand the requirements of multiple departments, identify and negotiate trade-offs to gain management agreement with proposed recommendations. Works with counterparts in development areas to recommend and negotiate approaches, problem resolution and/or changes Frequent contact with specialists in other departments. Must be able to effectively present opportunities representing the most efficient use of available resources.

OUTSIDE RELATIONSHIPS

Attends technical meetings and conferences. Regularly participates in vendor negotiations. Meets with vendors resolving problems. Provides counseling to client personnel on request

QUALIFICATIONS

Education Bachelor's in Computer Science or equivalent. MBA or PMP preferred. Four years of related experience can be used in lieu of a Bachelor's degree. Work Experience 7 years of formal IT experience in a corporate IT environment, include 4 years ITSM experience, required along with sound knowledge of production operations, quality practices, and client services. Current understanding of healthcare strategic and technology trends, along with the ability to evaluate data collected through task analysis, business process review, surveys and workshops preferred. Must have IT Asset Management experience with hardware and software Understands ITSM metrics and where to look for them. Understands ITSM key performance indicators and how to create them Assists in developing ITSM success factors Has demonstrated the ability to develop a consistent and routine reporting practice for ITIL metrics, with the results clearly showing trends that indicate achievement or breakdown of performance, and the written procedures to produce them Has SharePoint knowledge Has reporting experience, knows how to perform SQL queries, etc Excellent PowerPoint and Excel experience including ODBC connectors and pivot tables Effective presenter, can give polished presentations to Senior Management Has demonstrated communication and negotiation skills in order to interact with site peers, local management and executives on technical issues on project design and planning. Has demonstrated creativity and success in assignments and leadership in technical field of specialization. Requires a general technical knowledge at a structural and strategic level across a broad range of IT disciplines including project management and service capabilities with experience in some or all of the additional disciplines of networking, operational capabilities, server platforms, messaging, middleware, security and communications. Skills and Abilities

DECISION MAKING

Meets with customer peers and vendors regularly to define and resolve product or project problems and issues. Participates in systems software buy decisions. Contributes to development of strategy and architecture. Provides technical advice to management, recommending approaches and solutions to complex problems. Must have demonstrated ability to analyze and solve logical problems such as may be found in mathematics, statistics, etc.

ANALYTICAL & CREATIVE

Has demonstrated creativity in assignments and leadership in technical field. Strong verbal and written communication skills are required. Must be able to mentor other team members, educate various levels of business users with the system knowledge. Work may result in publication of technical papers. Keeps technically current with changes and improvements within area of assignment or specialization, incorporating them where applicable. Contributes to the development of new technology concepts and improvement of existing techniques. Licenses and Certifications ITIL Foundations Certification required.

ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS

Strategic Planning Evaluates and recommends new system products across multiple system platforms in order to ensure that the IT Department acquires the most efficient, cost effective, and appropriate technology.

Teamwork and Leadership:

Provides team leadership, technical/soft skill mentoring and knowledge transfer for a large group of professionals to meet client needs and expectations. Serves as top-level technical liaison between functional technical areas and guides the ITSM processes to ensure the appropriate solution is identified and selected.

Compliance:

Understands IT Departmental Goals and Objectives and delivers work products to contribute to those goals. Additional Accountabilities and Essential Functions The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential Functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions Perform other job-related duties as assigned, within your scope of responsibilities. Job duties are performed in a normal and clean office environment with normal noise levels. Work is predominately done while standing or sitting. The ability to comprehend, document, calculate, visualize, and analyze are required. An Equal Opportunity Employer All internal employees please apply through Workday Careers.

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(CHROME, FIREFOX, SAFARI) Additional Information Please be sure to monitor your email frequently for communications you may receive during the recruiting process. Due to the high volume of applications we receive, only those most qualified will be contacted. To monitor the status of your application, please visit the "My Applications" section in the Candidate Home section of your Workday account. If you are an individual with a disability and require a reasonable accommodation to complete an application, please contact recruiting@bcbsla.com for assistance. In support of our mission to improve the health and lives of Louisianians, we encourage the good health of its employees and visitors. We want to ensure that our employees have a work environment that will optimize personal health and well-being. Due to the acknowledged hazards from exposure to environmental tobacco smoke, and in order to promote good health, our company properties are smoke and tobacco free. We perform background and pre-employment drug screening after an offer has been extended and prior to hire for all positions. As part of this process records may be verified and information checked with agencies including but not limited to the Social Security Administration, criminal courts, federal, state, and county repositories of criminal records, Department of Motor Vehicles and credit bureaus. Pursuant with sec 1033 of the Violent Crime Control and Law Enforcement Act of 1994, individuals who have been convicted of a felony crime involving dishonesty or breach of trust are prohibited from working in the insurance industry unless they obtain written consent from their state insurance commissioner. Additionally, we are a Drug Free Workplace. A pre-employment drug screen will be required and any offer is contingent upon satisfactory drug testing results. Company Mission To improve the health and lives of Louisianians. Company Vision To be the market leader that delivers unsurpassed value to our customers through partnerships across the healthcare system. Blue Cross and Blue Shield of Louisiana is incorporated as Louisiana Health Service & Indemnity company and is an independent licensee of the Blue Cross and Blue Shield Association. Blue Cross and Blue Shield of Louisiana is licensed to sell products only in the state of Louisiana.