Senior Infrastructure Service Delivery Analyst

🕒 August 6

🌽 Illinois, Texas – Remote

🌽 Illinois – Remote 🤠 Texas – Remote

💵 $84.4k - $152.3k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

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Health Care Service Corporation

WebsiteLinkedInAll Job Openings

10,000+ employees

🛡️ Insurance

💼 Consulting

🏥 Healthcare

Insurance • Consulting • Healthcare

Health Care Service Corporation is an independent licensee of the Blue Cross Blue Shield Association, serving nearly 23 million people across the United States with a wide range of health benefit solutions. The company provides health coverage options for various groups, including employers, individuals, families, as well as Medicare and Medicaid plans. In addition to health insurance, HCSC offers services such as pharmacy solutions, life and dental insurance, and health data technology. With nearly a century of experience, HCSC is dedicated to improving access to quality care, enhancing health outcomes, and reducing costs while maintaining a deep commitment to its members and local communities.

📋 Description

• Execute the organization’s Problem Management practice • Reduce recurring incidents and improve service stability • Drive continuous service improvement across the IT environment • Liaise with infrastructure, application, operations, security, and business teams • Identify root causes of service disruptions • Implement preventative measures and enhance operational resilience • Facilitate complex investigations • Lead post-incident reviews • Drive corrective action plans • Provide strategic insight into technology risks and service performance trends • Support ITIL-based service management practices

🎯 Requirements

• Bachelor degree and 4 years in Information Technology, or Technical Certification and/or College Courses and 6 years of Information Technology experience, or 8 years of Information Technology experience • Knowledge of ITIL v3 framework • Knowledge of ITSM systems • Knowledge of infrastructure technologies, including monitoring and event management technologies • Experience with UC/Collaboration and Executive Support, including mobile devices • Experience with Mainframe and Mainframe Storage, including z/OS, CICS, and VSAM • Experience with Compute, DBMS, Storage, Middleware, Server, OS, Virtualization, and Container technologies • Experience with Network, Voice, Call Center, and data and voice network technologies • Supplier management • Infrastructure domain knowledge • Continuous improvement • Incident management • Knowledge of required technologies, including third-party solutions • Problem Management / Root Cause Analysis • Customer service orientation • Adaptability and ability to introduce/manage change • Ability to drive conflict management in high-pressure situations • Performance- and metrics-driven decision-making • Preferred: Bachelor degree in a relevant field or equivalent career experience • Preferred: 7+ years of experience in IT Operations, Service Management, Infrastructure Support, or related disciplines • Preferred: 3+ years of direct experience in Problem Management, Major Incident Management, or Service Reliability functions • Strong knowledge of ITIL principles and IT Service Management frameworks • Experience leading complex Root Cause Analysis investigations • Exceptional analytical and troubleshooting skills • Strong communication, facilitation, and stakeholder management abilities • Experience with ServiceNow or similar ITSM platforms • Oral and written communication skills • Must reside in Texas or Illinois • Relocation will not be offered • Sponsorship is not available, including for candidates currently on OPT

🏖️ Benefits

• Curated development plans supporting professional growth • Health and wellness benefits • 401(k) savings plan • Pension plan • Paid time off • Paid parental leave • Disability insurance • Supplemental life insurance • Employee assistance program • Paid holidays • Tuition reimbursement • Other incentives • Annual incentive bonus plan • Equal opportunity workplace • Reasonable accommodations for individuals with disabilities and disabled veterans