It Service Analyst, Consultant

JOB DESCRIPTION
Your Role

The IT Service Management Problem 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 Problem 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 investigation, diagnosis, root cause analysis and critical problem solving, and problem resolution. 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:

• Lead the investigation, diagnosis, root cause analysis phases for critical service outages affecting Business Domains supported
• 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
• Actively manage IT Problems as the problem coordinator, ensuring timely and appropriate solutions to issues are delivered resulting in improved quality and increased customer satisfaction
• Act as a technical leader to drive restoration of services and root cause identification of incidents and outages
• Oversee performance against committed SLAs and SLOs
• Ensure high quality in IT Problem data and value-added solutions that permanently resolve recurring issues and add quality to the organization
• 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
• 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
• Coordinate and work in partnership with the business and with the IT Business Owners to deliver high quality IT services
• Partner with the IT Business Portfolio Owners as an IT agent for change to facilitate business transformation
• Adopt/lead a business and customer-oriented approach to delivering services and cost optimization while focusing on quality improvements
• Input to and influence evolution of Service Designs to mature service quality based on learnings from incidents and problems experienced
• Become a trusted advocate to technology specialists in designated areas and work well with them to provide collaborative, achievable, and effective solutions

QUALIFICATIONS
Your Knowledge and Experience

• Desired experience implementing and supporting cloud solutions for infrastructure and applications
• Desired familiarity with DevSecOps methodologies is a plus
• Desired ITIL ITSM v4, CMMi, and/or Lean Six Sigma certification
• Requires a Bachelor´s degree and at least 7 years related experience or equivalent combination of education and experience
• Desired 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
• Requires full stack awareness and the ability to identify and diagnose issues at multiple layers
• Requires ability to deep dive on technical issues and provide guidance towards resolution
• Requires ability to effectively present information, business case, change recommendations and respond to questions from groups of managers and customers
• Desired current knowledge of techniques and technologies in continuous integration, continuous deployment, and continuous assessment
• Desired understanding of healthcare industry and evolution of technologies to support that industry to maintain perspective of future innovation
• Requires ability to operate in a high-pressure environment and be comfortable explaining complex technical issues to senior management and above
• Requires service delivery experience with large scale, enterprise IT systems
• Requires excellent and proven problem solving and investigative analysis, root cause analysis skills
• Requires strong understanding of business domains and applications supporting these domains (membership, claims, billing, etc.)
• Desired experience using monitoring tools such as Splunk, Dynatrace, Big Panda and others useful in root cause analysis for application or infrastructure issues
• Requires strong communication skills and an ability to articulate complex architectures to non-technical audiences
• Desired experience implementing Site Reliability Engineering (SRE) methodologies

Pay Range:

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

Note:

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 truly 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 comprehensive approach to diversity, equity, and inclusion combines a focus on our people, processes, and systems with a deep commitment to promoting social justice and health equity through our products, business practices, and presence as a corporate citizen.

Blue Shield has received awards and recognition for being a certified Great Place to Work, best place to work for LGBTQ equality, leading disability employer, one of the best companies for women to advance, Bay Area’s top companies in volunteering & giving, and one of the world’s most ethical companies. Here at Blue Shield of California, we are striving to make a positive change across our industry and the communities we live in – join us!

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.

From the earliest days of the pandemic, Blue Shield of California has been unyielding in our commitment to putting the health and safety of our people, our members and our communities first. As a health care company, Blue Shield requires all employees to be up to date with COVID-19 vaccination prior to start date as a condition of employment. Blue Shield will consider requests for medical or religious accommodation to this vaccination requirement prior to your start date.

The definition of "up to date with your COVID-19 vaccine" is when you have received all doses in the primary series and one booster when eligible. If you are unable to be up to date with your COVID-19 vaccine by your start date, your start date will need to be postponed and you will have 30 days to remedy. If you cannot fulfill the requirement nor obtain an accommodation within 30 days, your offer will be rescinded.