Manager IT, ServiceNow Delivery/Hosting

Blue Cross and Blue Shield Association Chicago, IL

Responsible for providing management of a core area of accountability within the IT organization that includes people and functional management. Facilitates the resource management, subject matter expertise coverage of deliverables, and ongoing coaching and mentoring of their staff.


Responsibilities include but are not limited to:

* Collaborate with Incident, request, and change teams to ensure high levels of service availability and ensure future service and resource demands are covered.

* Maintain a high performing service support function by standardizing IT policy and process across all IT functions.

* Develop a strong understanding of project impacts ensuring these are minimized to reduce impact on all business services

* Collaborate with members of project teams to ensure successful, technically sound projects which are completed on time and on budget.

* Demonstrate hands on experience with multiple implementations of ITSM, ITOM and SecOps applications.

* Evaluate system integration considerations to determine appropriate technology solutions.

* Continuously seeks ways to improve customer experience and users experience from SNOW platform

* Ensures project documents are complete, current, and appropriately stored

* Align project reporting for presentation to IT Director

* Ensure effective and efficient implementation of project through tracking and reporting

* Submit project status reports to Business, reviews bugs & issues, plan software releases, hardware installs, anticipate and react to change

* Define and provide regular and accurate management reporting on ServiceNow Service performance

* Produce go-live plans and coms to launch new services to internal users

* Problem Management process, Critical Response Team calls, Service restoration or workarounds and Root Cause Analysis

* Change Management process ensuring that all Production changes follow process and are compliant to policy

* Service Requests fulfillment on customer requested items submitted from the Service Catalog

* Knowledge Base Management is maintained for internal IT and external customers

* Coordinating with all IT Service owners in planning of new services and updating existing ones in ServiceNow or ticketing system to meet customer expectations


Required Basic Qualifications:

* Bachelor's degree in related field or equivalent experience

* 5+ years of experience as a key technical resource for a large scale ServiceNow ITSM solution

* Experienced in mid-to-large scale project management, including budget

* Extensive experience with CMDB, Discovery, Problem Management, Change Management, Configuration and SecOps.

* 3-5 years of Project delivery Manager Experience.

* Expert level of development and administration in ServiceNow.

* ITIL Certification.

Preferred Basic Qualifications:

* Experienced overseeing work of consultant and permanent staff

* Experienced in managing teams

* Familiarity with health financing industry and concepts

* Ability to represent department to senior level clients and management

* Strong relationship–building skills

* Effective communication skills both written and verbal, including presentation skills

Equal Opportunity Employer

Blue Cross Blue Shield Association is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, disability, veteran status, genetic information or any other legally protected characteristics