Senior IT Service Manager (ServiceNow - Event Management)

You could be the one who changes everything for our 28 million members by using technology to improve health outcomes around the world.  As a diversified, national organization, Centene's technology professionals have access to competitive benefits including a fresh perspective on workplace flexibility.
 

Position Purpose:
Administer and support IT Event Management practice and processes and improve enterprise-wide effectiveness and efficiency of the firm's IT service operations. Helps to ensure high levels of service and performance targets are maintained. Assist other operational IT service management practices, including planning, developing, and maintaining. Focuses on administration and configuration of enterprise event management tools, as well as its respective maintenance, testing, integration, and management strategies, in partnership with the ServiceNow Platform team.

• Develops strategy and plan for the approach on event management operations, and the implementation and development of policies and procedures to ensure consistent high levels of quality and availability
• Oversees the planning, hosting, and deployment of key operational activities for event management and IT customers to deliver effective solutions to reduce noise from monitoring events and notify responders
• Oversees ITSM and enterprise event management tools and their respective maintenance, configuration, integration, and strategies
• Manages all system events processing leading to incident notification, problem identification and escalation management according to predefined protocols
• Provides leadership, technical guidance and coaching to analysts executing service operations
• Supports the technology leadership in developing budget projections based on short- and long-term goals and objectives
• Performs other duties as assigned
• Complies with all policies and standards

Education/Experience:
A Bachelor's degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science) and Requires 4 – 6 years of related experience.

Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.

Technical Skills:

• Knowledge of ServiceNow: Event Management, On-Call Scheduling & Escalations, CMDB, Service Reliability Management, SLI/SLOs, building reports, Performance Analytics, Incident Management, Common Services Data Model (CSDM 4.0)
• Knowledge of Monitoring Tools: Dynatrace, Splunk, Solarwinds, AWS CloudWatch, Grafana/Kibana
• Knowledge of IT Service Management (ITSM), ITIL framework and practices, Python, Regular Expression (REGEX), JavaScript

Soft Skills:

• Intermediate - Seeks to acquire knowledge in area of specialty
• Intermediate - Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions
• Intermediate - Ability to work independently
• Intermediate - Demonstrated analytical skills
• Intermediate - Demonstrated project management skills
• Intermediate - Demonstrates a high level of accuracy, even under pressure
• Intermediate - Demonstrates excellent judgment and decision making skills

License/Certification:

• ITIL Foundations v3 preferred

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.  Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status.  Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act