Job Description

Awarded the Best Place to Work 2021, 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.

For Internal Use Only:

Tech 33-34

PURPOSE OF THE JOB 

  • Provide management and day-to-day support for information technology services and operations.  Ensures the delivery, support and continual improvement of information technology services through the management of the IT service management function.   

  • Directs programmers, analysts or other IT resources responsible for analytical support, programming tasks, production and operational system support for internal and external customers.  Works with IT and Business teams to monitor, manage, troubleshoot and remediate systems. 

REQUIRED QUALIFICATIONS 

Required Work Experience 

  • 5 years of management experience 

  • 5 years of experience in information technology, with an emphasis on service management, IT operations, incident management and/or IT production support 

  • 3 years of experience in computer technology and/or information systems 

  • 3 years of experience in data management and reporting 

  • 3 years of experience working in healthcare-related systems as a systems analyst or programmer 

 

Required Education 

  • High-school diploma or GED in general field of study 

Required Licenses 

  • N/A  

Required Certifications 

  • N/A  
     

PREFERRED QUALIFICATIONS 

Preferred Work Experience 

  • 7 years of management experience 

  • 7 years of experience in information technology, with an emphasis on service management, IT operations, incident management and/or IT production support 

  • 5 years of experience in data management and reporting 

  • 5 years of experience working in healthcare-related systems as a business analyst or programmer 

  • 2 years of project management experience, preferably within a complex IT organization 

  • 2 years of experience troubleshooting hardware, software, and network problems, with an emphasis on technical problem solving 

  • 2 years of data center operations experience  

 

Preferred Education 

  • Bachelor’s degree in business, information technology, computer systems, or related field 

Preferred Licenses 

  • N/A 

Preferred Certifications 

  • Project Management Professional Certification 

  • ITIL Certification 

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ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES 

SERVICE OPERATIONS 

  • Oversee day-to-day departmental administration by coaching and motivating managerial staff and departmental personnel to make maximum use of experience and skills. 

  • Develop staff, including development and maintenance of training materials for new and existing staff, establishing performance goals, regular follow up with staff and year-end performance evaluations. 

  • Promote and maintain high-quality customer service philosophy.  Train and provide feedback regularly on technical and customer service issues to assigned staff members. 

  • Maintain effective working relationships to ensure teamwork in achieving corporate goals. Ensure service level agreements are established, monitored and managed effectively; identify, prioritize, and resolve issues with business areas and vendors  

  • Monitor quality performance, develop and maintain effective workflows, and seek to maximize system efficiencies. 

  • Review relevant production and operating policies to ensure that the most efficient processes are in place and determine tactical plans to improve processes and services that can be streamlined and/or improved. 

  • Manage maintenance, upgrades, system and hardware refresh requirements, and the associated coordination and scheduling of Company deployments. 

  • Review tickets and ensure they are completed and closed properly and report information to Director. 

  • Monitor solutions to achieve IT scorecard goals and corporate goals. Alert, report, and provide trend analysis on information critical to preventing and reacting to issues on a timely basis. 

  • Provide comprehensive reporting for various metrics within IT and recommend improvements based on trends or operational issues. 

  • Work with Information Security Services, Business Continuity and other IT teams to lead, test and continuously improve Disaster Recovery processes. 

  • Provide oversight of the processes and procedures of the company’s Service Now implementation. 

  • Works across the IT teams to ensure system changes comply with change control guidelines.  

  • Responsible for incident, change and problem management processes and enforcement of ITIL processes. 

  • Responsible for coordination, communication, escalation and management of issues across internal IT stakeholders, business users, and vendors.  

  • Recommends improvements based on trends or operational issues; may develop requirements as necessary. 

  • Oversees implementation and modification activities in conjunction with other ETS areas, IT stakeholders, users, and management. 

  • Responsible for research and support of transactions in support of the other divisions of BCBSAZ. 

  • Produces a variety of weekly and monthly operational reports for management. 

  • Studies and resolves performance problems with assigned systems. 

  • Tracks and resolves processing problems, coordinating with all areas as needed. 

  • Enforces the documentation of programs, systems, manuals, processes and procedures. 

  • Writes or modifies procedures for internal use, user operational areas, computer operations, as applicable. 

STRATEGY  

  • Participate in developing technical strategy; apply and promote technology that optimizes the portfolio of technologies, tools, products, and applications. 

  • Partner with other technology leaders to identify points of leverage, integration, and resource sharing. 

  • Oversees all on-call schedules and plans with direct reports. 

  • Stays current on new developments in technology related industries. 

  • Participates with management in formulating goals for the area and IT for BCBSAZ.  

  • Participates in developing a strategic technical strategy for the IT Service Management and Production Support areas. 

 

PROJECT MANAGEMENT 

  • 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. 

  • Ensure change management protocols maximize benefit and alleviate unnecessary disruption. 

 

FINANCIAL 

  • 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 

  • Oversee the budget management of the IT Infrastructure department as well as other departments within the company to include procurement, license management, maintenance contract management and budgeting. 

 

OTHER  

  • 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. 

  • Collaborates with stakeholders, business, subject matter experts and development teams. 

  • Contributes to the improvement of core software development practices and processes.  

  • Assists department manager in developing tactical and strategic product, services and/or programs to support IT and business goals (financial, quality, production, customer service, operational efficiency, market share, etc.).  

  • Reports task status and progress to management and the team. 

  • Perform all other duties as assigned. 

 

REQUIRED COMPETENCIES 

Required Job Skills 

  • Intermediate skill in use of office equipment, including copiers, fax machines, scanner and telephones 

  • Intermediate proficiency in spreadsheet, database, project management, and word processing software 

  • Advanced knowledge and experience with application technologies implemented within delivery organization 

  • Advanced knowledge of hardware, software, telecommunications, operating systems, and applications.   

  • Experience working with high volume, transactional, large capacity systems in a 24x7 environment.   

  • Robust experience and knowledge in current technical architectures.  

Required Professional Competencies 

  • Ability to take appropriate risks, using available data. 

  • Ability to build synergy with a diverse team in an ever-changing environment 

  • Anticipate downstream technical needs and steer architectural designs to appropriately factor in considerations. 

  • Strong analytical skills to support independent and effective decisions.. 

  • Strong verbal and written communications skills and the ability to interact professionally with a diverse group of executives, managers, and subject matter experts. Ability to present technical and complex concepts in a way that ensures understanding and demonstrates business value. 

  • Ability to exercise independent judgment and creative problem solving techniques in a highly complex environment using leading-edge technology and integrating diverse technology applications.  

  • Operate at varying levels of abstraction including business and product strategy, design, and implementation 

  • Work with management and functional areas and understand potential implications of system changes to those areas 

  • Customer service skills to deal with sensitive and difficult customer situations  

  • Strong understanding of information systems, business processes and the key drivers and measures for success 

  • Maintain confidentiality and privacy 

 Required Leadership Experience and Competencies 

  • Provide leadership, promote teamwork, meet objectives and exercise independent judgment 

  • Experience leading and implementing projects and working collaboratively with other departments  

  • Ability to prioritize tasks and work with multiple priorities, sometimes under limited time contstraints. 

  • Strong organizational and management skills 

  • Abilty to identify resources and training needs while fostering opportunities for staff growth  

  • 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 

 

 

PREFERRED COMPETENCIES 

 Preferred Job Skills 

  • Expert knowledge designing highly redundant, scalable, multi-tier enterprise transaction processing systems from front end to back end. 

  • Knowledge of HIPAA security and privacy standards. 

  • Advanced PC proficiency 

  • Advanced proficiency in spreadsheet, database and word processing software  

Preferred Professional Competencies 

  • Demostrate flexibility, anticipate customer needs and communicate in a manner consistent with business strategy 

  • Advanced tactical planning and decision making skills 

  • 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 analytical and diagnostic skills dealing with issues that are not readily defined, lack known precedent or appear contradictory 

  • Develop solutions by applying accepted processes or new approaches to leverage technology 

  • Advanced understanding of HIPAA transactions and privacy requirements 

  • Presentation and public speaking abilities 

  • Development and application of budgeting concepts, processes and procedures 

  • Advanced project management skills 

  • Create business requirements, technical specifications, test plans and test scripts 

  • Interpret medical, legal and technical data, including state and federal regulations and their effect on operations 

  • Conceptualize new business architecture and infrastructure 

Preferred Leadership Experience and Competencies 

  • Identify resources and training needs while fostering opportunities for staff growth  

  • 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 

  • Educate and mentor department managers on leadership techniques, staff consulting, work management, etc. 

 

Our Commitment

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.

Thank you for your interest in Blue Cross Blue Shield of Arizona.  For more information on our company, see azblue.com.  If interested in this position, please apply.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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