Senior IT Service Manager

Centene Corporation; Virginia (MN); On-site; Full time

Job summary

A leading company in healthcare technology seeks an IT Event Management Administrator to enhance service operations. The role involves overseeing event management tools, ensuring high service levels, and providing technical guidance. Candidates should possess a bachelor's degree and relevant experience, with strong analytical and project management skills.

Benefits

Health insurance

401K

Stock purchase plans

Tuition reimbursement

Paid time off

Flexible work schedules

Qualifications

• 4–6 years of related experience in IT service management.
• Knowledge of ITIL practices and tools.
• ITIL Foundations v3 preferred.

Responsibilities

• Administer and support IT Event Management practice.
• Develop strategy and plan for event management operations.
• Manage ITSM and enterprise event management tools.

Skills

ServiceNow Event Management

On-Call Scheduling

Performance Analytics

Incident Management

Python

JavaScript

Education

Bachelor's degree in a quantitative or business field

Tools

Dynatrace

Splunk

Solarwinds

AWS CloudWatch

Grafana/Kibana

Job description

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You could be the one who changes everything for our 28 million members by using technology to improve health outcomes around the world. As a diversified, national organization, Centene's technology professionals have access to competitive benefits including a fresh perspective on workplace flexibility.

Position Purpose

Administer and support IT Event Management practice and processes to improve enterprise-wide effectiveness and efficiency of the firm's IT service operations. Ensure high levels of service and performance targets are maintained. Assist with other operational IT service management practices, including planning, developing, and maintaining. Focus on administration and configuration of enterprise event management tools, along with their maintenance, testing, integration, and management strategies, in partnership with the ServiceNow Platform team.

Responsibilities

1. Develop strategy and plan for event management operations, and implement policies and procedures to ensure consistent high quality and availability.
2. Oversee planning, hosting, and deployment of operational activities for event management and IT customers to deliver effective solutions, reducing noise from monitoring events and notifying responders.
3. Manage ITSM and enterprise event management tools, including their maintenance, configuration, and integration strategies.
4. Lead system events processing to ensure incident notification, problem identification, and escalation management according to protocols.
5. Provide leadership, technical guidance, and coaching to service analysts.
6. Support technology leadership in developing budget projections aligned with goals.
7. Perform other duties as assigned.
8. Ensure compliance with policies and standards.

Education/Experience

Bachelor's degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science) and 4–6 years of related experience, or equivalent experience demonstrating relevant knowledge, duties, scope, and skills.

Technical Skills

• Knowledge of ServiceNow Event Management, On-Call Scheduling & Escalations, CMDB, Service Reliability Management, SLI/SLOs, reporting, Performance Analytics, Incident Management, CSDM 4.0.
• Knowledge of Monitoring Tools: Dynatrace, Splunk, Solarwinds, AWS CloudWatch, Grafana/Kibana.
• Knowledge of ITSM, ITIL practices, Python, REGEX, JavaScript.

Soft Skills

• Intermediate knowledge seeking growth in area of specialty.
• Ability to identify problems, collect data, establish facts, and draw conclusions.
• Ability to work independently.
• Strong analytical and project management skills.
• High accuracy under pressure.
• Good judgment and decision-making skills.

License/Certification

• ITIL Foundations v3 preferred.

Pay Range: $35.49 - $63.79 per hour.

Centene offers comprehensive benefits including competitive pay, health insurance, 401K, stock purchase plans, tuition reimbursement, paid time off, and flexible work schedules (remote, hybrid, field, or office).

Centene is an equal opportunity employer committed to diversity. All qualified applicants will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristic.