ITIL Specialist III

Guided by our core values and commitment to your success, we provide health, financial and lifestyle benefits to ensure a best-in-class employee experience.  Some of our offerings include:

• Highly competitive total rewards package, including comprehensive medical, dental and vision benefits as well as a 401(k) plan that both the employee and employer contribute

• Annual incentive bonus plan based on company achievement of goals

• Time away from work including paid holidays, paid time off and volunteer time off

• Professional development courses, mentorship opportunities, and tuition reimbursement program

• Paid parental leave and adoption leave with adoption financial assistance

• Employee discount program

Job Description Summary:

The ITIL Specialist III is responsible for developing, managing, and improving the processes and performance related to one or more of ITIL roles (may include Incident Management, Problem Management, Knowledge Management, Change Management, Release Management, Configuration Management, Asset Management, etc.). The ITIL Specialist III’s primary objectives are to ensure that the ITIL Practices along with the required resources and capabilities are in place and operating effectively for the organization to deliver high quality IT services.

Job Description

• Oversees and improves the processes of the ITIL Practice(s) by seeking out and integrating best practices wherever possible. 
• Iterates regularly on the process of the ITIL Practice(s) using data gathered about events and activities occurring across the IT Organization, the Business, and the Industry. 
• Keeps abreast of developments in the world of ITSM (specifically, new products, services, and standards) that relate to the practices of effective IT Services. 
• Coordinates between support teams as they work to determine solutions to remediate problems and/or improve the quality of Service. 
• Conducts regular meetings to review the processes and or recent events related to the ITIL Practice(s), including writing meeting agendas and facilitating the sessions. 
• Creatively directs the implementation of enhancements to the ServiceNow modules in support of improving the ITIL Practice(s) 
• Defines KPIs associated with ITIL Practice(s) and prepares reporting, including management reports, to demonstrate the value of the practice(s). 
• Trains, coaches, and mentors all support tiers in the ITIL Practice(s).

Minimum Qualifications:

• Bachelor’s degree in Information Systems, Computer Science, or a related field, or an equivalent combination of education, training, and experience. 
• 5+ years’ experience managing ITSM and ITIL practices. 
• Exceptional and broad knowledge of or experience with hardware, software, and or enterprise application support. 
• Have strong analytical and problem-solving skills.
• Must have strong presentation skills and be able to communicate effectively orally and in writing to support a myriad of standard services required across the Department.
• Proficient in Microsoft Office Products (Word/Excel/Power point) and related tools and technology required for the position. 
• Latest ITIL Foundation Certification

Preferred Qualifications

• Latest ITIL Practitioner certification in the respective ITIL Practice(s). 
• 5+ years’ experience working directly in the respective ITIL Practice(s).

Blue Cross and Blue Shield of Kansas City is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.