Job Description

Blue Cross Blue Shield of Arizona is a local, independent Blue Cross Blue Shield Association and a not-for-profit health insurance company headquartered in Phoenix. Founded in 1939, the company has more than 1,800 dedicated employees throughout its Phoenix, Tucson, Chandler and Flagstaff offices. Providing health insurance products, services and networks to more than 1 million Arizonans, Blue Cross Blue Shield of Arizona offers various health plans for individuals, families, and small and large businesses. Blue Cross Blue Shield of Arizona also offers Medicare supplement plans to individuals over age 65.

Blue Cross Blue Shield of Arizona helps to fulfill its mission of improving the quality of life of Arizonans by delivering a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.

Purpose of the job

  • Manages the training and support of all Telecom/Network services.  This position oversees the day to day functions of Telecom/Network including; maintain systems stability, oversee systems currency (security and functional patching), maintain operational currency (backup of systems, daily tape backups and restores, and system monitoring). Assist Sr. Manager of Data Center Services with tactical and strategic planning, annual budget management, forecasting of future budget and evaluation and input into budget cost saving opportunities.

Purpose of the job

  • Manages the training and support of all Telecom/Network services.  This position oversees the day to day functions of Telecom/Network including; maintain systems stability, oversee systems currency (security and functional patching), maintain operational currency (backup of systems, daily tape backups and restores, and system monitoring). Assist Sr. Manager of Data Center Services with tactical and strategic planning, annual budget management, forecasting of future budget and evaluation and input into budget cost saving opportunities.

Qualifications

REQUIRED QUALIFICATIONS

  1. Required Work Experience
  • 7 years of experience in computer technology and/or information systems
  • 3 year of supervisory experience
  1. Required Education
  1. Required Licenses
  • N/A
  1. Required Certifications
  • N/A

PREFERRED QUALIFICATIONS

  1. Preferred Work Experience
  • 10 years of experience with direct involvement PBX system usage, administration and services.
  • 10 years of experience with Network technology and architecture
  • 10 years of lead or supervisory experience
  • 3 years experience in project management
  • 3 years experience in budget and financial management in IT
  1. Preferred Education
  • Bachelor’s Degree in Computer Science, Information Systems, Business, or related field
  1. Preferred Licenses
    • N/A
  1. Preferred Certifications

N/A

 

 

 

 

 

ESSENTIAL job functions AND RESPONSIBILITIES

  • Manage all phases of telecommunications and network services.
  • Manage, train and evaluate the effectiveness of staff members
  • Recruit, hire, retain, and grow talented, productive, engaged employees.
  • Promote and maintain high-quality customer service philosophy.  Train and provide feedback regularly on technical and customer service issues to assigned staff members.
  • Maintain up to date procedural and policy documentation.
  • Serve as a technical resource for Information systems and managers of other departments.
  • Research, analyze, track and resolve production problems in a timely and efficient manner.
  • Review service tickets and ensure tickets are completed and closed properly.
  • Responsible for monitoring solutions to achieve IT scorecard goals and corporate goals. Alerting, reporting and trending information that is critical in preventing and reacting to issues on a timely basis. Also, identify and implement improvements to improve metrics and reduce production incidents.
  • Responsible for coordination, communication, escalation and management of production system issues across internal IT stakeholders, business users, and vendors.
  • Recommend improvements based on trends or operational issues; may develop requirements as necessary.
  • Research and analyze procedural problems and provide recommendations for improvements and changes.
  • Produce a variety of weekly and monthly operational reports for management.
  • Responsible for disaster recovery / business continuity processes and system stability.
  • System patching and updates including content loads and application updates.
  • Participate in developing technical strategy; apply and promote technology that optimizes the portfolio of technologies, tools, products, and applications.
  • Establish and meet short and long term department goals in accordance with overall company objectives and divisional strategic planning. 
  • Work with business leaders and subject matter experts to use technology to improve business processes, promote the strategic use of information technology, and enable workforce utilization and efficiency.
  • Deliver assessment services, develop business cases, design solution architecture, and recommend multi-phased, complex migration programs that address technology, people/organization, and process change.
  • Ensure re-use of existing services, solutions and components wherever possible to minimize development or acquisition of new solutions; ensure new solutions are designed and developed in a cost-efficient manner, and meet service quality.
  • Partner with other technology leaders to identify points of leverage, integration, and resource sharing.
  • Coordinate and manage installations, upgrades, changes and integrations including test design, execution and support
  • Develop timelines, work estimates, cost projections, and manage projects to approved guidelines; review and consult on design and technical approach of projects to ensure consistency.
  • Review software procurement plans for compliance with IT standards and architectural decisions.
  • Provide technical support and planning for IT projects, initiatives, and systems.
  • Ensure change management protocols maximize benefit and alleviate unnecessary disruption.
  • Manage use of corporate funds including budgeting, financial management, and reporting. Identify opportunities to achieve administrative efficiencies while maintaining service.
  • Provide capacity planning, forecasting, and budgeting of equipment, software, service, and license needs to support Information Technology and our Business partners.
  • Review software procurement plans for compliance with IT standards and architectural decisions.
  • Conduct vendor negotiations to contain or reduce contract services expense and/or one time purchase expense.
  • Negotiate contracts in partnership with the Legal department to ensure appropriate protections and SLAs.
  • The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
  • Position may require evening, weekend, or on-call schedules, depending on project requirements and/or system status.
  • Perform all other duties as assigned.
 

BCBSAZ does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.

Skills / Requirements

Qualifications

REQUIRED QUALIFICATIONS

  1. Required Work Experience
  • 7 years of experience in computer technology and/or information systems
  • 3 year of supervisory experience
  1. Required Education
  1. Required Licenses
  • N/A
  1. Required Certifications
  • N/A

PREFERRED QUALIFICATIONS

  1. Preferred Work Experience
  • 10 years of experience with direct involvement PBX system usage, administration and services.
  • 10 years of experience with Network technology and architecture
  • 10 years of lead or supervisory experience
  • 3 years experience in project management
  • 3 years experience in budget and financial management in IT
  1. Preferred Education
  • Bachelor’s Degree in Computer Science, Information Systems, Business, or related field
  1. Preferred Licenses
    • N/A
  1. Preferred Certifications

N/A

 

competencies

REQUIRED COMPETENCIES

  1. Required Job Skills
  • Knowledge of PBX adminstration, PBX reporting, IVR and work force management tools.
  • Strong comunications skills, written and oral. Exhibit the ability to lead complex projects and lead matrix teamed projects.
  • Strong skills with documentation, processes and collaboration.
  • Knowledge of budgeting and purchasing
 

 

  1. Required Professional Competencies
  • Customer service skills to deal with sensitive and difficult customer situations
  • Ability to evaluate problems and determine hardware / software origin and then determine appropriate solution or escalation
  • Independent thinker with strong oral, verbal and interpersonal communication skills
  • Strong understanding of information systems, business processes and the key drivers and measures for success
  • Strong  analytical and decision making skills
  • Ability to prepare written proposals and deliver presentations.
  • Maintain confidentiality and privacy
  1. Required Leadership Experience and Competencies

 

 

 

PREFERRED COMPETENCIES

  1. Preferred Job Skills
  • Expert knowledge of PBX and IVR systems and communication techniques
  • Expert knowledge of Network technologies and architectures
 
  1. Preferred Professional Competencies
    • Demonstate flexibility, anticipate customer needs and communicate in a manner consistent with business strategy
    • Able to cope with multiple priorities and high customer expectations and bridge the demands between internal and external customers
    • Advanced understanding of information systems, business processes and key drivers and measures for success
    • Advanced understanding of HIPAA transactions and privacy requirements
    • Presentation and public speaking abilities
    • Project management skills
    • Conceptualize new business architecture and infrastructure
  1. Preferred Leadership Experience and Competencies
    • Identify resources and training needs while fostering opportunities for staff growth
    • Promote and support the overall quality principles and company quality program
    • Empower associates at all levels and encourage innovation and risk taking
    • Develop an enthusiastic and positive work envirnoment
    • Negotiation and influencing skills with the ability to create win/win situations
    • Resource management skills
 

Application Instructions

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