The IT Service Management team is looking for a talented, agile IT Service Management Specialist who can translate complex and/or technical issues into a more digestible format. Our ideal candidate will develop process documentation, develop and maintain process training materials, be adept at critical thinking, and demonstrate excellent oral & written communication skills.

In this role, you will participate in and drive process guidance and adherence for the ITIL processes – change, incident, request, knowledge, and problem disciplines within the ServiceNow tool. Occasional incident-related on-call support may be required.

Job Responsibilities

Serving as the first line of support for implementation issues and questions.Supporting the development and deployment of new ITIL services. Provide ongoing support and execution of service management process.Coordinating activities with service providers to ensure that ITIL services satisfy business specifications.Recording and documenting key ITIL implementation procedures.Coordination, monitoring, and improvement of existing and new IT processes such as incident, problem, change, knowledge, and request management, or any other ITIL discipline, including audit remediation activities.Proactively identify problem trends and known defects to initiate problem tickets to research and identify root cause and permanent solutions with technology and application areas.Ensures infrastructure hardware, software and application changes are planned, coordinated, approved, communicated, and supported to reduce organizational risk for successful implementation across BCBST’s operational technology environmentAs appropriate provide on call support representing Incident Management interest in a 24X7 environment and clearly articulating technical and complex concepts to peers and business leadersPrepares, facilitates, participates, in weekly/daily process review meetings to drive ITSM objectives

Job Qualifications

Education

Bachelor's Degree in a Computer Sciences related field or equivalent work experience

Experience

2 years - Experience in computer operations or similar technical areas required1 + years of experience in IT Service Management experience, IT Support or Analytics

Skills\Certifications

Applied knowledge of ITIL best practices.Attention to detail, exceptional documentation abilities, and organizational skillsProven analytical and problem solving skills and ability to perform non-routine analytical tasksAccuracy and attention to detailExceptional time management skillsAbility to work flexible hours in order to meet the needs of the businessPC Skills required (Basic Microsoft Office and E-Mail)Customer service orientedBasic understanding and capabilities in creating and utilizing reporting and metrics to aid in analysis

Number of Openings Available:

1

Worker Type:

Employee

Company:

BCBST BlueCross BlueShield of Tennessee, Inc.

Applying for this job indicates your acknowledgement and understanding of the following statements:

BCBST is an Equal Opportunity employer (EEO), and all employees and applicants will be entitled to equal employment opportunities when employment decisions are made. BCBST will take affirmative action to recruit, hire, train and promote individuals in all job classifications without regard to race, religion, color, age, sex, national origin, citizenship, pregnancy, veteran status, sexual orientation, physical or mental disability, gender identity, or any other characteristic protected by applicable law.

Further information regarding BCBST's EEO Policies/Notices may be found by reviewing the following page:

BCBST's EEO Policies/Notices

BlueCross BlueShield of Tennessee is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at BlueCross BlueShield of Tennessee via-email, the Internet or any other method without a valid, written Direct Placement Agreement in place for this position from BlueCross BlueShield of Tennessee HR/Talent Acquisition will not be considered. No fee will be paid in the event the applicant is hired by BlueCross BlueShield of Tennessee as a result of the referral or through other means.

Tobacco-Free Hiring Statement

To further our mission of peace of mind through better health, effective 2017, BlueCross BlueShield of Tennessee and its subsidiaries no longer hire individuals who use tobacco or nicotine products (including but not limited to cigarettes, cigars, pipe tobacco, snuff, chewing tobacco, gum, patch, lozenges and electronic or smokeless cigarettes) in any form in Tennessee and where state law permits. A tobacco or nicotine free hiring practice is part of an effort to combat serious diseases, as well as to promote health and wellness for our employees and our community. All offers of employment will be contingent upon passing a background check which includes an illegal drug and tobacco/nicotine test.  An individual whose post offer screening result is positive for illegal drugs or tobacco/nicotine  and/or whose background check is verified to be unsatisfactory, will be disqualified from employment, the job offer will be withdrawn, and they may be disqualified from applying for employment for six (6) months from the date of the post offer screening results.

Resources to help individuals discontinue the use of tobacco/nicotine products include smokefree.gov or 1-800-QUIT-NOW.