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Sr Infrastructure Service Delivery Analyst - WFH

Health Care Service Corporation

Role overview

Qualifications

  • Bachelor degree and 4 years in Information Technology OR Technical Certification and/or College Courses and 6 years Information Technology experience OR 8 years Information Technology experience
  • Knowledge of ITIL v3 framework
  • Knowledge of ITSM systems
  • Experience with ServiceNow or similar ITSM platforms

Responsibilities

  • Executing the organization's Problem Management practice
  • Reducing recurring incidents and improving service stability
  • Driving continuous service improvement across the IT environment
  • Facilitating complex investigations and leading post-incident reviews

About the company

Health Care Service Corporation logo

Health Care Service Corporation

Health Insurance (Payers)

Health Care Service Corporation, a Mutual Legal Reserve Company (HCSC), is an Independent Licensee of the Blue Cross and Blue Shield Association. We are the largest customer-owned health insurer in the United States, serving more than 18.6 million members through our Plans in Illinois, Montana, New Mexico, Oklahoma, and Texas. For nearly a century, we have enabled and coordinated the access to quality care for millions of members. Our experience and industry knowledge establishes a solid foundation for our future—driving innovations that further expand access, improve health outcomes, and reduce costs. Embedded within the fabric of how we operate is a deep sense of caring and commitment that informs how we serve our members, engage in local communities, and deliver positive change to the health care industry. As health care needs evolve, we leverage our portfolio of companies to deliver differentiated value to all industry stakeholders so that, together, we make more possible. Join HCSC and discover what new ways of thinking can mean for you, your community, our customers and our organization: HCSC.com/careers. We are an Equal Opportunity Employment / Affirmative Action employer dedicated to an inclusive, drug-free and smoke-free workplace. Drug screening and background investigation are required, as allowed by law. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability, or protected veteran status.

Company details

Company typeXLarge
IndustryHealth Insurance (Payers)
Company size10001

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Job description

At HCSC, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers.

Join HCSC and be part of a purpose-driven company that will invest in your professional development.

Job Summary

This position is responsible for executing the organization's Problem Management practice, reducing recurring incidents, improving service stability, and driving continuous service improvement across the IT environment. This role serves as a key liaison between infrastructure, application, operations, security, and business teams to identify root causes of service disruptions, implement preventative measures, and enhance operational resilience.

The Senior Problem Management Analyst facilitates complex investigations, leads post-incident reviews, drives corrective action plans, and provides strategic insight into technology risks and service performance trends. The role requires strong analytical, technical, and stakeholder management skills, along with expertise in ITIL-based service management practices.

NOTE: WFH role and must reside in Texas or Illinois. ​Relocation will not be offered; sponsorship is not available including if you are currently on OPT.

Required Job Qualifications: 
* Bachelor degree and 4 years in Information Technology OR Technical Certification and/or College Courses and 6 year Information Technology experience OR 8 years Information Technology experience. 
* Knowledge of ITIL v3 framework 
* Knowledge of ITSM systems 
* Knowledge of all Infrastructure technologies, including monitoring and event management technologies 
* Experience with UC/Collaboration and Executive Support, including mobile devices (laptops, tablets, handheld) 
* Experience with Mainframe and Mainframe Storage, including z/OS, CICS, VSAM, - all other Mainframe technologies 
* Experience with Compute, DBMS, Storage, Middleware, including Server, OS, Virtualization, and Container technologies 
* Experience with Network, Voice, Call Center and Network (data and voice) technologies 
* Supplier management 
* Infrastructure domain knowledge 
* Continuous improvement 
* Incident management 
* Knowledge of required technologies (incl 3rd party solutions) 
* Problem Management / RCA 
* Customer service oriented 
* Adaptability and ability to introduce / manage change 
* Drive conflict management in high pressure situations 
* Performance / metrics-driven decision making 
 
Preferred Job Qualifications: 
* Bachelor degree in relevant field (IT, Engineering) or equivalent career experience 
* 7+ years of experience in IT Operations, Service Management, Infrastructure Support, or related disciplines. 

* 3+ years of direct experience in Problem Management, Major Incident Management, or Service Reliability functions. 

* Strong knowledge of ITIL principles and IT Service Management frameworks. 

* Experience leading complex Root Cause Analysis investigations. 

* Exceptional analytical and troubleshooting skills. 

* Strong communication, facilitation, and stakeholder management abilities. 

* Experience with ServiceNow or similar ITSM platforms. 

* Oral/written communication skills 

 

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Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process!

Pay Transparency Statement:

At Health Care Service Corporation, you will be part of an organization committed to offering meaningful benefits to our employees to support their life outside of work. From health and wellness benefits, 401(k) savings plan, pension plan, paid time off, paid parental leave, disability insurance, supplemental life insurance, employee assistance program, paid holidays, tuition reimbursement, plus other incentives, we offer a robust total rewards package for employees.  Learn more about our benefit offerings by visiting https://careers.hcsc.com/totalrewards.

The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan subject to the terms and the conditions of the plan.

HCSC Employment Statement:

We are an Equal Opportunity Employment employer dedicated to providing a welcoming environment where the unique differences of our employees are respected and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics.

Base Pay Range

$84,400.00 - $152,300.00

Exact compensation may vary based on skills, experience, and location.

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Marcus Rivera

Chief Revenue Officer

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