Resp & Qualifications
PURPOSE:
Delivers process support and serves as a technical resource in complex process development, troubleshooting, process optimization, and scaling up initiatives. Creates baseline process maps, identifies inefficiencies, and re-designs and re-imagines the process to deliver superior customer experiences.
ESSENTIAL FUNCTIONS:
- Collaborates with cross-functional teams to identify, analyze gaps, and document processes.
- Acts as a process owner and designs, implements and optimizes processes.
- Operationalize and maintain routine operating processes.
- Performs validation activities on existing and new processes.
- Collects and analyzes data from existing processes and identifies improvement strategies.
QUALFICIATIONS:
Education Level: Bachelor's Degree, Computer Science, Information Technology, or related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
Experience: 5 years relevant process engineering experience or demonstrated ability to perform the functions at the level required
Licenses/Certifications: ITIL V3/V4 Foundation or Higher
Preferred Qualifications:
1. Analytical Thinking:
- Ability to dissect complex problems and identify root causes.
- Skill in data analysis to spot trends and anomalies.
- Strong logical reasoning to evaluate potential solutions and their impacts.
2. Communication Skills:
- Excellent verbal and written communication to convey technical issues to non-technical stakeholders.
- Active listening to understand the concerns and needs of different departments.
- Ability to document problems and resolutions clearly and comprehensively.
3. Technical Proficiency:
- In-depth understanding of IT systems, infrastructure, and software applications.
- Familiarity with problem management tools and software.
- Knowledge of ITIL best practices and frameworks.
4. Problem-Solving Ability:
- Creative thinking to develop innovative solutions to prevent recurring issues.
- Proactive approach to identifying potential problems before they impact the business.
- Effective decision-making under pressure.
5. Attention to Detail:
- Precision in documenting problem details and resolution steps.
- Thoroughness in conducting root cause analysis and post-implementation reviews.
- Meticulousness in tracking and managing multiple problem resolution efforts simultaneously.
Knowledge, Skills and Abilities (KSAs)
- Ability to motivate others and foster a culture of continuous improvement and agile execution.
- Knowledge of process engineering methods and evaluation criteria.
- Knowledge of process improvement techniques.
- Knowledge of process mapping and documentation techniques.
- Ability to work with data and analytics.
- Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.
Salary Range: $80,496 - $159,874Salary Range Disclaimer
The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilites of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).
Department
Equal Employment Opportunity
CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Where To Apply
Please visit our website to apply: www.carefirst.com/careers
Federal Disc/Physical Demand
Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on health care programs.
PHYSICAL DEMANDS:
The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.
Sponsorship in US
Must be eligible to work in the U.S. without Sponsorship.
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