Incident Management Analyst I/II
Excellus BlueCross BlueShield - Buffalo, NY

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Responsible for change and problem/incident management which includes the development, implementation, monitoring and administration of processes, procedures, issues and events using the Information Technology Infrastructure Library (ITIL) framework. Ensures change and problem/incident management processes are communicated and adhered to across the IT division and organization. Additionally, this position is responsible for IT Infrastructure Service Level Agreements (SLA) and metrics.

Essential Responsibilities/Accountabilities
Level I
• Develops and/or monitors and enforces established problem management processes and integration points to other processes, such as incident, change, configuration, availability and event management.
• Develops and maintains incident and problem management and root cause analysis (RCA) processes and procedures and monitors effectiveness.
• Utilizes problem management metrics and critical success factors to drive continuous improvement in root cause analysis, downtime, required resources and issue avoidance.
• Provides and maintains standard IT processes across all of Lifetime Healthcare Companies
• Problem/Incident Management - reports, tracks, resolves and analyzes root causes. Ensures proper resources from across the IT organization are assigned for RCA and problem resolution
• Leverages relevant data from event correlation and analysis (ECA), performance monitoring data and availability management to proactively manage and ensure system availability
• Creates, distributes and maintains accurate outage report updates
• Assesses performance of delivered services against service levels to ensure effective control of expected deliverables to all business units both internal and external.
• Uses analytical skills and judgment to identify critical issues that may impact the business units as of result of an open incident or problem.
• Formulates plans and strategies based on input from subject matter experts to investigate and resolve priority level one incidents and problems to include chronic performance problems/impaired services.
• Ensures Enterprise Change Management process and procedures are maintained and further developed when necessary
• Chairs the daily Enterprise Change Management
• Facilitates the weekly Enterprise Change Management Board meeting
• Maintains all incident, problem and change databases
• Reviews, monitors, maintains and provide metrics for all service level agreements
• Compiles statistics and performs trend analysis on SLA performance
• Creates status, audit and metrics reports on a daily, weekly, monthly and annual basis
• Provides on-call 24x7
• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values and adhering to the Corporate Code of Conduct.
• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
• Regular and reliable attendance is expected and required.
• Performs other functions as assigned by management.
Level II - performs duties outlined above, additionally:
• Facilitates and leads problem management and RCA of complex critical issues
• Participates in vendor management activities, upgrade evaluation of new product lines
• Assists in mentoring and training Level I staff to gain experience and expand technical skill set
Level I
• Bachelor’s Degree in information systems or computer science with a minimum of five years of analytical IT experience working in an infrastructure environment required.
• Experience in working within the ITIL Framework for Incident and Problem Management including ITIL foundation level training.
• Experience in working with IT Service Level Agreements.
• Excellent proven presentation, written and verbal skills.
• Ability to foster and cultivate effective working relationships with employees throughout IT and various business areas.
• Excellent organizational skills are needed to ensure that all resources are allocated and distributed efficiently and that communications are delivered in a timely and concise manner to the appropriate areas.
Level II - requires same qualifications as level I, plus:
• Bachelor’s Degree in information systems or computer science with a minimum of eight years of analytical IT experience working in an infrastructure environment required.
• Certification in working within the ITIL Framework for Incident and Problem and Change Management including ITIL foundation level training.
• Increased knowledge and individual responsibilities are utilized in support of ITIL methodology and practical application
• Uses increased analytical skills for inter-department organization for critical problem determination/resolution and RCA
Physical Requirements
None
In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.
Equal Opportunity Employer

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