Join Our Team: Do Meaningful Work and Improve People’s Lives

Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.

To better serve our customers, we’re creating a culture that promotes employee growth, collaborative innovation, and inspired leadership. We are committed to creating an environment where employees can do their best work and where best-in-class talent comes, stays, and thrives! As a result of these efforts we are proud to share that Forbes ranked Premera among America’s 2023 Best Midsize Employers and America's 2023 Best Employers By State.

Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog: https://healthsource.premera.com.

As an IT Service Manager IV, you will create and sustain the framework for how IT services become valuable, observable, and operate well. You will negotiate service levels and ensure effective measurement, monitoring, and reporting of the service outcomes. You will drive Live Site culture and practice with a dedicated focus on the customer experience. In this role, you will own the management of end-to-end IT service delivery and operations.

This is a virtual/telecommuter position working from home. However, you will be expected to align with standard working hours (8:00 AM to 5:00 PM) in the Pacific time zone.

What you’ll do:

• Serve as the subject matter expert in production control system, scheduling, and analysis, providing technical direction and guidance.

• Analyze metrics and service improvement plans focusing on business and internal improvements.

• Oversee and sign-off on the output of vendor work, maintaining technical expertise of the system and business functions to ensure accurate and effective outcomes.

• Proactively identify opportunities and initiate corrections or changes to internal policies, procedures, and systems to enhance efficiency and client satisfaction.

• Provide direction, training, and oversight of vendors and peers.

• Comprehensive knowledge of current software systems including but not limited to TSO, CA-1, CA-7, CA-11, and JCL.

• Strong knowledge and use of analytic supporting software.

• Adhere to Premera confidentiality policies and procedures placing special emphasis on securing protected personal information (PPI).

What you’ll bring:

• Bachelor's Degree in Information Systems, Computer Science, or a related field, or equivalent experience. (Required)

• (7) years of work experience using ServiceNow Configuration Management Database, Service Mapping, or comparable data workflow systems. (Required)

• 3+ years of Vendor/Supplier oversight. (Required)

• Knowledge of any public Cloud like Azure/AWS/GCP (Azure preferred).

• End-to-end Major Incident Management experience with the ability to guide and troubleshoot on-prem and cloud impacts strongly preferred.

• Prior experience with IT Observability tools such as SCOM, Azure App Insights or Dynatrace strongly preferred.

• 5+ years managing end-to-end IT services delivery and operations.

• ITIL certification or comparable ITIL/ITSM related work experience.

• Contract review, documentation, and negotiation experience.

• Demonstrated success building the service management mindset and skills within engineering and business teams.

• Enjoys the challenge of a complex environment with managed solutions, third party integrations, and customer applications.

• Data-driven with a deep understanding of analytics.

• Ability to effectively listen, communicate, challenge, and influence.

• Proficient fiscal management skills ascertaining the cost of managing the lifecycle of an end-to-end service.

• Ability to measure, report, escalate and improve Vendor/Supplier performance metrics and adherence to contractual obligations.

• Ability to understand the application layer to focus on the user experience.

• Skill in understanding the underlying concepts of an application portfolio to enable continual improvement such as configuration management and service mapping.

What we offer

• Medical, vision and dental coverage
• Life and disability insurance
• Retirement programs (401K employer match and pension plan)
• Wellness incentives, onsite services, a discount program and more
• Tuition assistance for undergraduate and graduate degrees
• Generous Paid Time Off to reenergize
• Free parking

Equal employment opportunity/affirmative action:

Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.

If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at careers@premera.com or via phone at 425-918-4785.

Premera is hiring in the following states, with some limitations based on role or city: Alaska, Arizona, Arkansas, California, Colorado, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Maine, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, Wisconsin.

The pay for this role will vary based on a range of factors including, but not limited to, a candidate’s geographic location, market conditions, and specific skills and experience.

National Salary Range:

National Plus Salary Range:

*National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska.