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Infrastructure Service Delivery Analyst

Company: Health Care Service Corporation
Location: Waukegan
Posted on: December 3, 2018

Job Description:

Description:

As the health care industry continues to rapidly transform, our IT team conceives, develops and delivers impactful technology solutions to support access to quality, affordable health care for our members. We are driven by our collective company purpose: To do everything in our power to stand with our members in sickness and in health . Our IT team unleashes the power of this purpose through technology. We come to work every day to make a difference, and we deliver the highest quality and best solutions to our members.

Job Purpose:

This position is responsible for supporting 24x7 Service Desk operations with a focus on training, quality and knowledge management; handling the use of analytics to improve service, availability, and customer interactions; handling incident resolution and issues escalated by vendors; supporting operational vendor performance management; contributing to continuous service improvement efforts.

Required Job Qualifications:

* Bachelor's Degree and 2 years in Information Technology OR Technical Certification and/or College Courses and 4 years Information Technology experience OR 6 years Information Technology experience

* Minimum 2 years experience providing IT end user support in a Service Desk environment, lead and/or trainer experience preferred

* Knowledge of ITSM systems

* Knowledge of ITIL v3 framework

* Continuous improvement

* Incident management

* Knowledge of required technologies (including 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's degree in relevant field (IT, Engineering) or equivalent career experience

*Oral/written communication skills

*Ability to work in the Waukegan, IL area onsite

*Quality documentation experience

*Third-party vendor management experience

*Experience mentoring and/or training IT individuals

*CA

*CB

Location: IL - Waukegan
Activation Date: Wednesday, November 21, 2018
Expiration Date: Wednesday, January 2, 2019
Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task

Keywords: Health Care Service Corporation, Waukegan , Infrastructure Service Delivery Analyst, Professions , Waukegan, Illinois

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