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Resp & Qualifications
Under the direct supervision of the IT Service Management Manager, the Associate’s responsibilities include, but are not limited to, the following:
Manages, configures and maintains software tools and data, primarily the Service Manager software within the Micro Focus IT Operations Management suite of software products (formerly Hewlett Packard Enterprise (HPE). Focuses on tailoring and customization of the Service Manager product, builds and maintains the Service Catalog, Service Request Portal and related software such as Connect-It (CIT). Familiar with both Process Designer and Classic tailoring methods, including dbdict, Process, ScriptLibrary, RuleSets, and Workflow records.
Coordination and resolution of problems, monitoring of the environment, assignments, and projects.
Implement policies, procedures, and technologies as required to support the ITSM system infrastructure.
Interact with customers both internal and external at all levels to provide high-level of professional customer care for all clients.
Exhibits poise and confidence when working with and communicating to our customers and vendors. Providing customer service & support to all customers internal & external.
Act as interface with all members of the IT infrastructure team keeping management and peers informed, disseminate information as needed.
Provides leadership, training and mentoring of less experienced technical staff on the software and the associated processes and procedures.
Analyzes software data and usage. Communicates weekly with management verbally and via written detailed status reports regarding potential problems and concerns.
Assists in reviewing and analyzing business & system requirements and specifications for systems monitoring tool protocols and future usage. Creates and manages documentation, processes, procedures, and policy for usage and handling of the software tools.
Develops and maintains business and technical knowledge through Computer Based Training (CBT), classroom training, workshops, reading and research etc. Acquires and maintains a working knowledge of monitoring and service management tools. Expands knowledge of product benefits, corporate policies, division and department goals and procedures.
Coordinates business continuity practices for ITSM tools, when needed.
Participates in project work group meetings (status meetings, process improvement (P2CP), walk through, internal/external peer reviews, etc.)
Department: IT Service Management
Equal Employment Opportunity
CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Hire Range Disclaimer
Actual salary will be based on relevant job experience and work history.
Where To Apply
Please visit our website to apply: www.carefirst.com/careers
Please apply before: 6/8/2018
Federal Disc/Physical Demand
Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.
The physical demands described here are representative of those that must be met by an Associate to perform the essential duties and responsibilities of the position successfully. Requirements may be modified to accommodate individuals with disabilities.
The Associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The Associate must frequently speak and hear. Weights of up to 25 pounds are occasionally lifted.
Sponsorship in US
Must be eligible to work in the U.S. without Sponsorship