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Blue Cross and Blue Shield of Illinois, Montana, N Associate Infrastructure Service Delivery Analyst – Major Incident Management in Danville, Illinois


As the health care industry continues to rapidly transform, our IT team conceives, develops and delivers impactful technology solutions to support access to quality, affordable health care for our members. We are driven by our collective company purpose: To do everything in our power to stand with our members in sickness and in health®. Our IT team unleashes the power of this purpose through technology. We come to work every day to make a difference, and we deliver the highest quality and best solutions to our members.

Job Purpose: This position is responsible for handling 24x7 operations support services of all non-production and production environments within Major Incident Management; the use of analytics to improve service, availability, and customer interactions; handling incident resolution and issues escalated by vendors; transitioning knowledge from design / build teams; handling operational vendor performance management.

The Major Incident Manager is responsible for the end-to-end management of all IT major incidents. The role and responsibilities are extremely varied and include (amongst others):

  • Leveraging technology to issue all communications and providing key stakeholder management

  • Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls

  • Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed

  • Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution

  • Being accountable for resolving the outage via workaround or permanent fix

  • Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews

  • Supporting and nurturing process improvements and knowledge base improvements

  • Continually maintaining and developing tools and resources to manage major incidents effectively

  • Providing periodic major incident metrics reports

    Required Job Qualifications: * Bachelors Degree OR Technical Certification and/or College Courses and 1 year Information Technology experience OR 4 years Information Technology experience. * Knowledge of ITIL v3 or 4 framework * Knowledge of ITSM systems * Oral/written communication skills * Continuous improvement * Major Incident Management * Incident management * Customer service oriented* Able to multi-task in high pressure situations* Adaptability and ability to introduce / manage change* Drive conflict management in high pressure situations* Ability to be on-call (night and weekend support) when assigned

    Preferred Job Qualifications: * Bachelors degree in relevant field (IT, Engineering) or equivalent career experience



Location: IL - Danville

Activation Date: Wednesday, January 12, 2022

Expiration Date: Thursday, April 14, 2022

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