ITSM Process Consultant

At Blue Cross and Blue Shield of Minnesota, we are committed to paving the way for everyone to achieve their healthiest life. We are looking for dedicated and motivated individuals who share our vision of transforming healthcare. As a Blue Cross associate, you are joining a culture that is built on values of succeeding together, finding a better way, and doing the right thing.

If you are ready to make a difference, join us.

Blue Cross and Blue Shield of Minnesota is hiring an ITSM Process Consultant. In this position, you will play an important role in shaping and advancing our Change, Release and Environment Management practices, working closely with teams across IT and the business to ensure releases are well planned, environments are ready, and changes are delivered smoothly and successfully. You’ll bring people and processes together to coordinate release schedules, manage dependencies and risks, facilitate readiness and go/no-go decisions, and ensure testing, implementation, rollback, communication, validation, and approvals are in place.

As a trusted partner, you’ll collaborate with other Service Management team members to strengthen how our processes work together and support reliable service delivery. You’ll help define process roadmaps, standards, metrics, and improvement opportunities, using operational insights to increase efficiency, stability, automation, and process maturity. You’ll also build strong relationships with stakeholders, promote process adoption through communication and guidance, support day-to-day operations and key implementations, and share your knowledge by mentoring team members and contributing to the growth and success of the team.

• Plan, coordinate, and facilitate change approvals, release schedules, and implementation activities.
• Ensure adherence to enterprise Change Management processes, policies, and audit requirements.
• Support successful rollout of new XH applications and future enhancements while minimizing business disruption and service outages.
• Partner with application teams, infrastructure teams, business stakeholders, and vendors to coordinate releases across multiple environments.
• Monitor release readiness, managing deployment risks, and driving issue resolution before production implementation.
• Support incident prevention through proper change governance, impact assessments, and post-implementation reviews.
• Contribute to overall Service Management functions, including critical incident support, change governance, release planning, process improvement, and operational reporting.
• Establish repeatable release management practices that improve system stability, user adoption, and service reliability as the XH platform expands.

• Lead or participate in the development and implementation of process maturity roadmaps, performance goals, and metrics aligned with IT strategies and annual planning/budget cycles.
• Drive process improvement initiatives by creating project plans, proposals, and charters to achieve service objectives.
• Analyze data to identify gaps and opportunities for process maturity enhancement.
• Create and maintain detailed documentation, reports, and dashboards for multiple levels of stakeholders.
• Serve as an advanced-level consultant and liaison, ensuring solutions align with industry best practices, corporate strategy, and regulatory standards.
• Provide support for and participate in structured organizational processes (e.g., architecture, change, risk, resiliency, incident, problem, CMDB, and asset management).
• Oversee and execute day-to-day operations of assigned processes, including participation in on-call rotations as needed.
• Promote process adoption…