ITIL Specialist III

Benefits

• Highly competitive total rewards package, including comprehensive medical, dental and vision benefits as well as a 401(k) plan with employee and employer contributions
• Annual incentive bonus plan based on company achievement of goals
• 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

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

• Oversee and improve ITIL Practice processes by integrating best practices
• Iterate regularly on ITIL processes using data from events, activities, and industry developments
• Stay current on ITSM developments, new products, services and standards
• Coordinate between support teams to determine solutions and improve service quality
• Conduct regular review meetings, write agendas and facilitate sessions
• Direct implementation of enhancements to the Service Now modules in support of ITIL Practices
• Define KPIs for ITIL Practices and prepare management reports to demonstrate value
• Train, coach, and mentor all support tiers in the ITIL Practices

• Bachelor’s degree in Information Systems, Computer Science, or related field, or equivalent combination of education, training, and experience
• 5+ years of experience managing ITSM and ITIL practices
• Exceptional and broad knowledge of hardware, software, and/or enterprise application support
• Strong analytical and problem‑solving skills
• Strong presentation skills and ability to communicate effectively orally and in writing to support various standard services
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and other required tools and technology
• Latest ITIL Foundation certification (preferred)

• ITIL Practitioner certification in the respective ITIL Practice(s)
• 5+ years of 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 race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Blue Cross and Blue Shield of Kansas City will extend reasonable accommodations to qualified individuals with disabilities who are otherwise not able to fully utilize electronic and online job application systems. For assistance, please send an email to