Resp & Qualifications
PURPOSE:
Ensures that all IT services are accurately documented, accessible, and aligned with the organization's business objectives. The Service Catalog Lead works closely with various IT and business stakeholders to ensure the service catalog meets the needs of the organization and its users.
ESSENTIAL FUNCTIONS:
Service Catalog Lead: Oversees the entire lifecycle of service requests, ensuring they are logged, categorized, prioritized, and resolved in a timely manner.
- Service Documentation: Create and maintain detailed documentation for all IT services, including service descriptions, service levels, and request procedures.
- Catalog Management: Ensure the service catalog is up-to-date, accurate, and accessible to users. Regularly review and update the catalog to reflect changes in services and new offerings.
- User Support: Provide support to users in understanding and accessing the services listed in the catalog. Work closely with the service desk to address user inquiries and issues.
- Service Improvement: Identify opportunities for improving the service catalog and the services it contains. Implement changes to enhance service quality and user satisfaction.
- Stakeholder Collaboration: Collaborate with IT and business stakeholders to ensure the service catalog aligns with business goals and IT strategy. Gather feedback and requirements to continuously improve the catalog.
- Reporting and Metrics: Develop and maintain metrics to measure the effectiveness and usage of the service catalog. Provide regular reports/metrics on catalog performance and improvement initiatives.
SUPERVISORY RESPONSIBILITY:
Position does not have direct reports but is expected to assist in guiding and mentoring less experienced staff. May lead a team of matrixed resources.
QUALIFICATIONS:
Education: Bachelors degree in Information Technology, Computer Science, or a 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 software, hardware and/or systems engineering related experience Emphasis on IT service management, with a focus on service request management.
Licenses/Certifications:
- ITIL Foundation certification is strongly preferred; ITIL Intermediate or Expert certification is a plus.
Knowledge, Skills and Abilities (KSAs)
- Knowledge of programming languages and web-based technologies.
- Proficient in Microsoft Office applications.
- Ability to collaborate to solve technical problems across teams.
- Excellent communication skills both written and verbal.
- 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: $94,392 - $187,473
Salary 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 Federal 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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