ITSM Process Consultant

Blue Cross and Blue Shield of Minnesota; Eagan (MN); Hybrid; USD 91,000 - 150,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k

PTO

Job summary

Blue Cross and Blue Shield of Minnesota is seeking an ITSM Process Consultant to shape Change, Release and Environment Management practices across IT and business teams. You’ll define roadmaps, metrics and improvements, mentor teammates, and promote process adoption while ensuring testing, rollout, and go/no-go decisions are well coordinated.

This hybrid role offers collaboration with stakeholders, with two on-site days per week, and a comprehensive benefits package.

Qualifications

• 3+ years of related information technology professional experience.
• Bachelor’s degree or equivalent experience accepted in lieu of degree with additional two years of relevant experience.

Responsibilities

• Plan, coordinate, and facilitate change approvals, release schedules, and implementation activities.
• Ensure adherence to enterprise Change Management processes, policies, and audit requirements.
• Support successful rollout of new IT services and future enhancements while minimizing business disruption and service outages.
• Partner with application, infrastructure, and business teams to coordinate releases across environments.
• Monitor release readiness and manage deployment risks to drive issue resolution before production.

Skills

ITSM

TeamDynamix

ServiceNow

Change management

Stakeholder collaboration

Education

Bachelor’s degree

Tools

TeamDynamix

ServiceNow

Job description

About Blue Cross and Blue Shield of Minnesota

At Blue Cross and Blue Shield of Minnesota, we are committed to paving the way for everyone to achieve their healthiest life. We are looking for dedicated and motivated individuals who share our vision of transforming healthcare. As a Blue Cross associate, you are joining a culture that is built on values of succeeding together, finding a better way, and doing the right thing. If you are ready to make a difference, join us.

The Impact You Will Have

Blue Cross and Blue Shield of Minnesota is hiring an ITSM Process Consultant. In this position, you will play an important role in shaping and advancing our Change, Release and Environment Management practices, working closely with teams across IT and the business to ensure releases are well planned, environments are ready, and changes are delivered smoothly and successfully. You’ll bring people and processes together to coordinate release schedules, manage dependencies and risks, facilitate readiness and go/no-go decisions, and ensure testing, implementation, rollback, communication, validation, and approvals are in place. As a trusted partner, you’ll collaborate with other Service Management team members to strengthen how our processes work together and support reliable service delivery. You’ll help define process roadmaps, standards, metrics, and improvement opportunities, using operational insights to increase efficiency, stability, automation, and process maturity. You’ll also build strong relationships with stakeholders, promote process adoption through communication and guidance, support day-to-day operations and key implementations, and share your knowledge by mentoring team members and contributing to the growth and success of the team.

What You’ll Do

• Plan, coordinate, and facilitate change approvals, release schedules, and implementation activities.
• Ensure adherence to enterprise Change Management processes, policies, and audit requirements.
• Support successful rollout of new XH applications and future enhancements while minimizing business disruption and service outages.
• Partner with application teams, infrastructure teams, business stakeholders, and vendors to coordinate releases across multiple environments.
• Monitor release readiness, managing deployment risks, and driving issue resolution before production implementation.
• Support incident prevention through proper change governance, impact assessments, and post-implementation reviews.
• Contribute to overall Service Management functions, including critical incident support, change governance, release planning, process improvement, and operational reporting.
• Establish repeatable release management practices that improve system stability, user adoption, and service reliability as the XH platform expands.

How You’ll Do It

• Lead or participate in the development and implementation of process maturity roadmaps, performance goals, and metrics aligned with IT strategies and annual planning/budget cycles.
• Drive process improvement initiatives by creating project plans, proposals, and charters to achieve serviceobjectives.
• Analyze data toidentify gaps and opportunities for process maturity enhancement.
• Create andmaintain detailed documentation, reports, and dashboards for multiple levels of stakeholders.
• Serve as an advanced-levelconsultant and liaison, ensuring solutions align with industry best practices, corporate strategy, and regulatory standards.
• Provide support for andparticipate in structured organizational processes (e.g., architecture, change, risk, resiliency, incident, problem, CMDB, and asset management).
• Oversee and execute day-to-day operations of assigned processes, including participation in on-call rotations as needed.
• Promote process adoption throughthe development of awareness, communication, and training materials for diverse audiences.
• Research and stay current on best practices and emerging trends in the process area.
• Mentor team members andassist the manager with work direction, resource allocation, and goal accomplishment.
• Provide coaching,clarify roles, and share feedback or recommendations for performance reviews and recognition.
• Support manager in team development activities, including staffing level assessments and employee engagement initiatives.
• Performs additional responsibilities consistent with the scope and level of the role, as assigned.

Required Skills & Experience

• 3+ years of related information technology professional experience.
• Bachelor’s degree; in lieu of a degree, an additional two years of relevant experience beyond the qualifications listed above may be accepted.

Preferred Skills & Experience

• ITSM and automation expertise – TeamDynamix, ServiceNow.
• Experience with large-scale, cross-functional change programs and complex IT environments.
• Ability to tailor communication to varied audiences, actively listen to uncover requirements, and ensure accurate and timely information exchange.
• Ability to analyze information, identify patterns and root causes, and collaborate with partners to implement practical solutions.
• Ability to effectively organize work, balance competing priorities, and manage time across multiple responsibilities and deadlines.
• Demonstrated proficiency with enterprise technology platforms, systems, tools, and applications.
• Experience supporting or improving operational processes, workflows, or service delivery.
• Knowledge of industry standards, methodologies, governance practices, or compliance requirements.

Role Designation

Hybrid

Anchored in Connection

Our hybrid approach is designed to balance flexibility with meaningful in-person connection and collaboration. We come together in the office two days each week – most teams designate at least one anchor day to ensure team interaction. These in-person moments foster relationships, creativity, and alignment. The rest of the week you are empowered to work remote.

Compensation and Benefits

Pay Range: $90,800.00 - $120,300.00 - $149,800.00 Annual

Pay is based on several factors which vary based on position, including skills, ability, and knowledge the selected individual is bringing to the specific job.

We offer a comprehensive benefits package which may include:

• Medical, dental, and vision insurance
• Life insurance
• 401k
• Paid Time Off (PTO)
• Volunteer Paid Time Off (VPTO)
• And more

To discover more about what we have to offer, please review our benefits page.

Equal Employment Opportunity Statement

At Blue Cross and Blue Shield of Minnesota, we are committed to paving the way for everyone to achieve their healthiest life. Blue Cross of Minnesota is an Equal Opportunity Employer and maintains an affirmative Action plan, as required by Minnesota law applicable to state contractors. All qualified applications will receive consideration for employment without regard to, and will not be discriminated against based on any legally protected characteristic.

Individuals with a disability who need a reasonable accommodation in order to apply, please contact us at: [e-mail].

Blue Cross and Blue Shield of Minnesota and Blue Plus are nonprofit independent licensees of the Blue Cross and Blue Shield Association.

Physical Requirements