We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities. We invite you to apply for a career with Blue Cross.
Residency in or relocation to Louisiana is preferred for all positions.
POSITION PURPOSEThe Manager, IT Service Management (ITSM) is responsible for leading the design and development of a diverse range of ITSM corporate functions to enhance IT operational efficiencies. This manager will have to balance corporate goals, ServiceNow ITSM roadmap capabilities, ServiceNow development capacity, and ITSM support staff to produce a wide range of deliverables, including requirements and design documents, user stories, sandbox mockups, process documents, testing scenarios and integration plans, as well as the management of the team providing support to the delivery of ITSM functions. This manager will also lead the ITSM team responsible for the configuration, operation and support of ITSM functions and practice. The manager will also use ServiceNow performance analytics to report on ITSM metrics and research ServiceNow technologies to deliver ITSM solutions that support IT operational objectives and strategic goals. Accountable for complying with all laws and regulations associated with duties and responsibilities.
NATURE AND SCOPE- Manages People
- This role directly manages workers
- This role reports to this job: Departmental Leadership
- Necessary Contacts: To do this job effectively the incumbent has to be in contact with all levels of Blue Cross management, IT personnel, vendors, ServiceNow Development Team, ITSM staff as well as key subject matter experts both internal and external.
QUALIFICATIONSEducation- Bachelor's in Computer Science, Information Systems, Computer Engineering or related field required
- Four years of related experience can be used in lieu of a Bachelor’s degree.
Work Experience- 5 years of experience with ITSM functional management, ITSM operations and development focused on platforms in the support of ITSM functions, such as ServiceNow is required
- 2 years of leadership experience is required
- Experience can run concurrently
- Experience with agile development including Scrum and SAFe is preferred
- Experience leading cross-functional teams
- Experience in contracting and working with Managed Services Organizations to meet business requirements and SLAs.
- Experience with ServiceNow Discovery, CMDB Data Manager, ITOM, and ITAM are highly preferred.
- General Asset Management Experience preferred
Skills and Abilities- Extensive expertise in the configuration management database classes and their relationships to the common service data model as related to the IT service architecture in support of the ITSM functions A broad understanding of ITIL ITSM standards and practical experience with Incident Management, Problem Management, Change Management, Asset Management, Release Management, Maintenance and Outage records, Deployment Management, Request Management, Service Management, and Service Portfolio Management Strong technical understanding in: ServiceNow technologies such as Performance Analytics, Cloud Technologies and the management of their configurations, IT Operation Management (ITOM) Discovery technologies, IT Asset Management (ITAM), Configuration Management Database object oriented class structures, Service Delivery, IT Operations, and DevOps technologies and their associated ITSM industry best practices
- Customer-focused, self-motivated, critical thinker, sound decision maker, strong influencer and negotiator
- Excellent communications skills (verbal and written) with demonstrated ability to translate complex ideas into simple concepts for senior management consumption
- Ability to multi-task and manage multiple threads of work while managing resources efficiently Highly organized; detail-oriented; deadline driven; analytical and creative
- Ability to interact with both marketing and technical teams
- Strong understanding of usability and industry best practices
- Ability to manage and advise the corporation in Service Portfolio Management technology and strategy
- Effective at project management and planning licenses
Licenses and Certifications- ServiceNow Certifications Preferred. ITAM, ITOM, ITSM.
- ITIL V3/V4 Certification Preferred
- Asset Management training and certification Preferred.
ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS- Partners with the ServiceNow team and CMDB/CSDM Product Owner to implement changes to platform functionality that are consistent with the overall direction of IT Service Management so that they ensure business customer satisfaction ·
- Monitor’s workforce performance based on approved benchmarks, analyzing strategies and identifying improvement levers as needed to measure and improve effectiveness · Monitors and manages IT Service Management tickets such as Incident/Problem/Change/Knowledge and identifies metrics including usage/trends/feedback IT Service Portfolio Management and Technology Alignment
- Takes ownership of the data quality that affect ITSM functions by following established CMDB and CSDM practices for data improvement
- Maintains the integrity of all configuration management data by continually maturing our IT Asset Management (ITAM) capabilities. This includes developing the knowledge and understanding of the roles and responsibilities of asset owners throughout the organization.
- Becomes a change enablement agent by working with teams in need of configuration management services, to support their data gathering, and partners up with change management customers to ensure seamless configuration management practices
- Responsible for maintaining the Change Advisory Board (CAB).
- Plans, manages and leads the creation of workflows, use cases, roadmaps, and processes for the delivery of IT technical and application services in support of new operational frameworks and technologies such as DevOps, Cloud, respectively.
- Leads work with end users, stakeholders, and other service-oriented liaisons to collect, validate and develop a comprehensive understanding of service requirements and business service goals; works with ServiceNow team, Enterprise Architects, Business Architects, ITSM functional leaders, ServiceNow Product Owners, Project Management, and QA to communicate, develop, validate, and deploy successful implementations of service models for BCBSLA.
- Actively supports ITSM initiatives related to departmental, divisional and corporate strategic and tactical plans in a responsive manner that conforms to the organization’s mission, goals, and objectives
- Responsible for actively monitoring and supporting financial resources by approaching work with a focus on cost efficiencies that provide tangible cost savings and improved productivity through fundamentally sound solutions
- Ensures operational integrity and metric driven efficiency of the ITSM practice area People Management
- Leads the IT Service Management team, promotes career development opportunities, provides mentoring to staff to encourage personal growth and advancement, manages budgets and promotes a high quality of customer service and project delivery
- Develops, manages, and builds positive relationships / partnerships with stakeholders, vendors, peers, and staff; Actively pursues personal leadership development
Additional Accountabilities and Essential FunctionsThe 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.
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An Equal Opportunity Employer
All BCBSLA EMPLOYEES please apply through Workday Careers.
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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, Blue Cross encourages 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.
Blue Cross and Blue Shield of Louisiana performs 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, Blue Cross and Blue Shield of Louisiana is a Drug Free Workplace. A pre-employment drug screen will be required and any offer is contingent upon satisfactory drug testing results.
