Senior IT Service Management Engineer - Quartz

Are you passionate about advancing healthcare through cutting-edge technology? Join us as an IT Service Management Engineer where your expertise will drive the optimization and efficiency of our IT services, ensuring seamless operations and exceptional member care.

Quartz is a provider-sponsored health plan committed to delivering superior healthcare solutions. We are dedicated to leveraging innovation and technology to improve member outcomes. Come find your Spark at Quartz!

The Senior IT Service Management Engineer will be responsible for the enterprise management platform, which supports IT Service Management (ITSM) processes as well as business services management practices. This role will architect, design, configure, develop, troubleshoot, and implement baseline and custom application on the platform. This position will work with service owners to understand requirements and desired state; works with teams to implement IT services and process improvements. This role will also apply service management methods and ITIL framework to support organizational objectives.

Benefits:

• Opportunity to build a world class Event Management solution at Quartz
• Work on a world class platform – Service Now
• Opportunity to work in-person or in a hybrid capacity
• Starting salary based upon skills and experience: $91,100 - $113,900 plus robust benefits package

• Maintain core IT service management processes including but not limited to change, request asset, incident, problem, event, knowledge, and configuration management disciplines.
• Administer service management and collaboration systems, tools, and technologies. Work with external partner(s) to architect, design, implement changes, and perform system maintenance. Adhere to policy, development, processes, and guidelines. Ensure all documentation, policies, and procedures remain current.
• Liaise with Quartz service owners to understand process requirements; gather and create requirements documentation. Develop system architecture and design specifications and visuals of desired state. Conduct gap and change analysis, providing recommendation to service owners and teams for opportunities and changes. Work with service team to develop detailed plan(s) to implement change.
• Create reports, run analytics, and provide system-driven metrics used by leaders and service owners. Conduct analysis and review for trends. Identify and escalate issues. Work with team(s) to recommend improvement areas and associated work plans.
• Provide mentoring and leadership to the IT Service Management team.
• Work directly with IT senior leaders to define the IT Service Management maturity roadmap.
• Participate in the planning and implementation of the operationalization of new or changed services. Provide guidance to end users to access standard IT support and services.

• Bachelor’s degree in Information Technology or related technical field degree; equivalent work experience will be considered in lieu of education requirement
• 4+ years of experience supporting complex IT Service Management (TSM) use cases and process
• ITIL Foundations certification
• Certifications in ServiceNow, Business Analysis, Lean Six Sigma, or project management is preferred
• Experience supporting and maintaining IT Service Management platforms and processes
• Experience working service management tools (Service Now) as an administrator or developer
• Experience implementing service management processes and practices within an organization
• Experience with ITIL practices and their relationships with each other
• Experience gathering and analyzing requirements, providing gap analysis and process modeling
• Healthcare experience is preferred
• Knowledge in methods to monitor service performance, including identifying critical success factors and key performance indicators. Understands data components necessary to provide reporting support and development.
• Proven ability to work cross-functionally with a diverse and distributed team; may lead small, low risk/low complexity projects
• Create strong relationships and provide positive experiences for all staff and leaders
• Excellent communication skills with the ability to effectively interact with multiple levels of an organization
• Works to understand customers’ needs and challenges, utilizes feedback to evolve customer interactions and experience. Strong customer service orientation and end-user focus.
• Strong meeting facilitation and negotiation skills
• Excellent analytical and creative problem-solving skills

This position may work remotely but will be required to report to our office in Madison, WI as needed. Hardware and equipment will be provided by the company, but candidates must have access to high-speed, non-satellite Internet to successfully work from home.

Quartz offers an excellent benefit and compensation package, opportunity for career advancement and a professional culture built upon the foundations of Respect, Responsibility, Relationships, and Resourcefulness. To support a safe work environment, all employment offers are contingent upon successful completion of a pre-employment criminal background check.

Quartz values and embraces diversity and is proud to be an Equal Employment Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity or expression, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified person with disability.