IT Problem Management Analyst

Blue Cross and Blue Shield of North Carolina • Remote Flex - North Carolina, IN

1d • $81,068 - $129,708 • Hybrid

About The Position

The Incident Manager is responsible for leading the end-to-end management of IT incidents to ensure rapid restoration of service with minimal impact to business operations, customers, and users. This role coordinates cross-functional teams during major incidents, drives timely resolution, and ensures clear, consistent communication to stakeholders throughout the incident lifecycle.

Requirements

• Bachelor's degree or advanced degree (where required)
• 3+ years of experience in related field.
• In lieu of degree, 5+ years of experience in related field.
• Change Management
• Incident Coordination
• Incident Handling
• Incident Management
• Incident Resolution
• Information Technology (IT) Infrastructure
• Information Technology (IT) Services
• Information Technology Infrastructure Library (ITIL)
• IT Service Management (ITSM)
• Major Incident Management
• Preventive Action
• Problem Management
• Process Improvements
• Technical Problem Resolution
• Technical Support

Responsibilities

• Oversee incident response, prioritization, escalation, and resolution activities
• Continuously improve incident management processes, tools, and runbooks
• Play a critical role in maintaining service reliability, enforcing adherence to SLAs, and fostering a culture of accountability and continuous improvement across support teams
• Provide guidance and recommendations to business and technical partners to help prevent future incidents and improve system stability and client satisfaction
• Maintain and uphold Incident and Problem policies and procedures in accordance with ITIL processes
• Review and maintain incident and problem reports and records to ensure accuracy
• Provide timely communications to stakeholders, leadership, & users
• Serve in a 24/7 on-call rotation, typically every three weeks, to support incident response and critical operational issues.

Benefits

• Medical, dental, and vision coverage along with numerous health and wellness programs
• Parental leave and support plus adoption and surrogacy assistance
• Career development programs and tuition reimbursement for continued education
• 401k match including an annual company contribution

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level