IT Service Management CMDB Engineer - Hybrid

Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy. AZ Blue offers 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.

This position is remote within the state of AZ only. This remote work opportunity requires residency, and work to be performed, within the State of Arizona.

PURPOSE OF THE JOB

Develops, manages, and improves the processes and performance related to the ServiceNow Configuration Management Database (CMDB). Drives the expansion and maturation of the Configuration Management Database (CMDB) while ensuring daily end-to-end delivery of Configuration Management (CM) services. Ensures correctness, completeness, and currency of the data in the CMDB through administering ServiceNow Discovery, building out Service Maps and performing ongoing maintenance and governance oversight of CMDB data in alignment with the Common Services Data Model (CSDM). Responsible for delivering a well-maintained service aware CMDB that will help: eliminate outages, significantly reduce time to remediate outages, retain/ensure compliance, avoid security and audit fines, decision makers and technical staff understand important service contexts when making decisions, improve risk assessment and reporting, and track software license and cloud costs.

REQUIRED QUALIFICATIONS

Required Work Experience

Experience in ITSM CMDB processes and tool administration / management, including discovery and service mapping

• Level 1: 2 years
• Level 2: 3 years
• Level 3: 4 years
• Level 4: 6 years

Experience managing a CMDB and building service maps on ServiceNow

• Level 1: 1 year
• Level 2: 2 years
• Level 3: 3 years
• Level 4: 5 years

Experience in engineering / systems administration experience with the enterprise-level ITSM application (Ex. ServiceNow)

• Level 3: 3 years
• Level 4: 4 years

Supervisory or lead experience

• Level 4: 2 years

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

Experience in ITSM CMDB processes and tool administration / management, including discovery and service mapping

• Level 1: 3 years
• Level 2: 4 years
• Level 3: 5 years
• Level 4: 8 years

Experience managing a CMDB and building service maps on ServiceNow

• Level 1: 2 years
• Level 2: 3 years
• Level 3: 4 years
• Level 4: 6 years

Experience in project management

• Level 2: 2 years
• Level 3: 3 years
• Level 4: 5 years

Experience in engineering / systems administration experience with the enterprise-level ITSM application (Ex. ServiceNow)

• Level 3: 4 years
• Level 4: 6 years

Supervisory or lead experience

• Level 4: 4 years

Previous Healthcare Experience Preferred Education

• Bachelors degree in computer technology, business, or related field

Preferred Licenses

• N/A

Preferred Certifications

• ISO/IEC 20000 Foundation
• ITIL v3 Foundation or later

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

• Oversees and improves processes related to CMDB by seeking out and integrating best practices wherever possible
• Responsible for creating high level roadmap and working with technical partners
• Coordinates between support teams as they work to determine solutions to remediate problems and/or improve quality of services
• Conducts regular meetings to review processes and or recent events related to the CMDB, including writing meeting agendas and facilitating working sessions
• Creatively directs and participates in the implementation of enhancements to ServiceNow modules directly related to CMDB as well as those which depend on the CMDB (i.e. Change, Incident, Problem)
• Defines KPIs associated with CMDB and prepares reporting, including management reports, to demonstrate the value of the CMDB
• Trains, coaches, and mentors all support tiers in the ITIL Practice(s) related to CMDB

• Lead or participate in large, complex projects to achieve key business objectives
• Collaborate with the team on application architecture design and decision-making
• Develop innovative solutions to meet the needs of the business
• Recommend IT processes to bring new and more efficient functionality
• Analyze and identify technical errors within the system, resolving them without affecting system performance
• Develop, monitor, and upgrade ITSM tool solutions and components
• Provide deployment support for ITSM tool applications
• Design, customize, engineer, and test ITSM tool services in a multi-tier environment
• Provide alternate design solutions along with project estimates
• Design and implement application enhancements in collaboration with different teams
• Troubleshoot production support issues post release deployment and come up with solutions
• Anticipate emerging customer needs and develop innovative solutions to meet them
• Solve unique and complex problems with broad impact on the business
• Translate highly complex concepts in ways that can be understood by a variety of audiences
• Work with management in terms of supplying input for key design and architecture decisions, as well as work estimation and resource planning
• Perform reviews of ITSM tool design and specifications to ensure that solutions employ good engineering practices and promote the ITIL strategy
• Maintain/create ITSM process documentation (Process, Procedure, etc.)
• 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
• Perform all other duties as assigned

REQUIRED COMPETENCIES

Required Job Skills

• Intermediate PC proficiency
• Intermediate proficiency in spreadsheet and word processing software
• Knowledge and experience in design and development of ServiceNow CMDB and Service Mapping solutions

Required Professional Competencies

• Strong analytical skills to support independent and effective decisions
• Perserverance in the face of resistance or setbacks
• Strong verbal and written communications skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
• Ability to prioritize tasks and work with multiple priorities, sometimes under limited time contstraints
• Effective interpersonal skills and ability to maintain positive working relationship with others
• Systems research and analysis
• Experience working with third parties
• Knowledge of business requirements, development and user acceptance testing
• Maintain confidentiality and privacy

Required Leadership Experience and Competencies

• Ability to build synergy with a diverse team in an ever-changing environment
• Facilitate and resolve customer requests and inquiries for all levels of management within the Corporation
• Strong organizational skills

PREFERRED COMPETENCIES

Preferred Job Skills

• Intermediate knowledge of ITIL v.3 or later
• Systems research and analysis expertise

Preferred Professional Competencies

• Advanced tactical planning and decision making skills
• Able to cope with multiple priorities and high customer expectations and bridge the demands between IT and business 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 often novel and not readily defined, lack known precedent or appear contradictory
• Presentation and public speaking abilities
• Advanced project management skills
• Create business requirements, technical specifications, test plans and test scripts
• Conceptualize new business architecture and infrastructure

Preferred Leadership Experience and Competencies

• Mentor junior ITSM members on the concepts of IT Service Management CMDB, Discovery, and Service Mapping
• Ability to build and deliver training to junior team members
  

Our Commitment

AZ Blue 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.