ITSM/ IT Service Management Engineer II-III (ServiceNow) - Hybrid

Blue Cross Blue Shield of Arizona
United States, Arizona, Phoenix
2444 W Las Palmaritas Dr (Show on map)
Mar 13, 2025
Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy.AZ Blue offersa 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. At AZ Blue, we have a hybrid workforce strategy, called Workability, that offers flexibility with how and where employees work. Our positions are classified as hybrid, onsite or remote. While the majority of our employees are hybrid, the following classifications drive our current minimum onsite requirements: Hybrid People Leaders: must reside in AZ, required to be onsite at least once per week Hybrid Individual Contributors: must reside in AZ, unless otherwise cited within this posting, required to be onsite at least once per month Onsite: daily onsite requirement based on the essential functions of the job Remote: not held to onsite requirements, however, leadership can request presence onsite for business reasons including but not limited to staff meetings, one-on-ones, training, and team building Please note that onsite requirements may change in the future, based on business need, and job responsibilities. Most employees should expect onsite requirements and at a minimum of once per month. This position is hybrid within the state of AZ only. This hybrid work opportunity requires residency, and work to be performed, within the State of Arizona. PURPOSE OF THE JOB Designs, tests, implements solutions within the enterprise IT Service Management (ITSM) platform. Provides ongoing administrator support for the ITSM platform as well as providing guidance of design, testing, implementation and maintenance of supporting ITSM processes (e.g. Change Management, Incident Management, Request Fulfillment, etc.). REQUIRED QUALIFICATIONS Required Work Experience Experience in ITSM process and tool administration / management, including ITIL practices Level 1: 2 years Level 2: 3 years Level 3: 4 years Level 4: 6 years Experience developing technical solutions to ITSM-related business needs 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 process and tool administration / management, including ITIL practices Level 1: 3 years Level 2: 4 years Level 3: 5 years Level 4: 8 years Experience in planning, design, development, and implementation of software systems, applications, and related products 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 designing, implementing and managing ITSM processes / tools Level 3: 4 years Level 4: 6 years Supervisory or lead experience Level 4: 4 years Previous Healthcare experience Preferred Education Bachelor's degree in computer technology, business, or related field Preferred Licenses N/A Preferred Certifications ISO/IEC 20000 Foundation ITIL v3 Foundation ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES 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 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 constraints 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. 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 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.