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Resp & Qualifications
The ITSMOD Process Manager will assist with leading the efforts to develop, document, implement, and drive the activities around managing and governing ITSMOD Process and Process Ownership. The ITSM Process Manager will identify process gaps, establish ITSM roadmaps and incorporate them into forward looking strategies. The ITSM Process Manager identifies opportunities to leverage ITSM solutions and the ITIL framework to expand IT Service Management. In addition to having extensive experience in maturiny ITSM within a like sized organization, the ITSM Process Manager must be experienced and certified in ITIL and Project Management methodologies. On a temporary or as needed basis the ITSM Process Manager may be required to own any ITIL Process role as required or assigned by the Director of ITSM Operations & Delivery.
ITSM Process Maturity:
Must be proficient in ITSM process engineering and process optimization. Must have good knowledge and understanding of frameworks such as: ITIL, COBIT, COSO, ISO 27001, NIST, DevOps, Agile, etc. You must demonstrate an ability to apply analytical skills. You must be passionate about helping customers solve complex challenges and supporting them through critical organizational transformations. Experienced in organizational change management skills to help drive changes needed and obtain necessary buy-in to ensure success. Strong verbal and written communication skills. Solid understanding of ITSM improvement process.
Serves as subject matter expert, providing technical and analytical guidance to ITSMOD and operational teams. Manages the full project management life cycle and software development life cycle for the implementation of ITSM Initiatives. Works with leadership teams in the business areas as well as TOS to ensure all requirements are captured, and implemented accordingly. Keeps leadership teams apprised of any risks, issues and dependencies and works with them to mitigate and prioritize. Provides both verbal and written communications regarding project status, risks, issues, and makes recommendations on project decisions to ITSMOD and Senior Management.
Manages all aspects of the project/program management and/or CSI project, which may include: cost benefit analysis, work plans, functional and technical designs, construction, testing, implementation and operational performance. Ensures efficient and high quality installation of new software and/or systems, and monitors all technical aspects of implementing projects.
Provides support to the IT Solutions Team in identifying the appropriate solutions required by the user areas; assists IT Leadership in performing a needs analysis of the relevant business areas and in matching user needs to system capabilities to ensure the new system is easily and quickly integrated into the client s business environment. Provides oversight to testing resources assigned to the program s projects. Works with Test Management to mitigate potential risks and project dependencies. Serves as a liaison between the testers and developers to ensure cohesiveness between the teams.
Supervises and leads the ITIL process owners and project staff to oversee the impacts and interdependencies between programs and works to ensure initiatives meet the CareFirst Goals and Objectives of the executive leadership team. Perceived by peers and staff as a leader.
Works with the Business areas in the Operational Readiness activities to provide support and coordination to ensure adoption of new systems and business processes in the CareFirst environment.
Additionally for CSI work:
Manages and directs multiple medium to large-scale projects. Translates generalized customer business goals and objectives into concrete strategy and tactical plans. Works on complex problems where analysis of situation or data requires an in-depth evaluation of various factors to achieve best results. Evaluates complex situations accurately and identifies viable solutions that create successful outcomes for the customer.
Works effectively with internal and external clients, third party vendors, and Senior Management in accomplishing project objectives. Ensures all CareFirst project methodologies (Discovery documents, charters) are followed to successfully implement projects. Resolves political, resource, budgeting, change, and legal issues affecting the program.
Manages the Program Budget across projects included in the program, with overall budget accountability.
Provides regular updates to ITSMOD Director, project sponsor and stakeholders on the status of the budget. Documents reasons for budget excess or shortfall.
Supervises other ITSMOD Process Managers, and provides performance feedback and goal-setting; conducts annual performance assessments.
Assists in skills development and training assessments for the ITSMOD process staff.
Makes recommendations on hiring, firing, advancement, promotion or any other change of status of direct and indirect reports.
Proactively identifies risks and opportunities of both business and technical plans; identifies Risk Mitigation Strategies and Contingency Plans for all identified Risks. Maintains the Program Level issue and risk matrix log.
Provides a detailed plan of how the risk will be managed or eliminated. Provides a weekly Program status report with major risk factors when mitigation approach impacts the project timeline, budget, or objectives. Coordinates the interdependencies and Risk Mitigation Strategy across all projects within the Program and manages the execution within the individual projects.
Customer Management and Communications
Department: Service Management Operations
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: 6/13/2018
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 employee 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 employee must frequently talk and hear.
Travel between all CareFirst locations may be required in order to effectively coordinate efforts across technical teams and to building relationships with customers.
Sponsorship in US
Must be eligible to work in the U.S. without Sponsorship