Lead IT Service Management Analyst

Blue Cross and Blue Shield of Louisiana

Lead IT Service Management Analyst at Blue Cross and Blue Shield of Louisiana focusing on IT service management and continuous service improvement practices.

Posted 5/21/2026full-timeRemote • Louisiana • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

ITSMPMPSQL

About the role

Key responsibilities & impact

Identifies and assists with the implementation plan of Information Technology Service Management (ITSM).
Reviewing management information and trends to ensure services meet agreed upon service levels.
Conducts maturity assessments against the current process activities to demonstrate areas of improvement or concern.
Provides insight into the ITSM lifecycle and roadmap to define next steps of process maturity.
Accountable for complying with all laws and regulations associated with assigned duties and responsibilities.

Requirements

What you’ll need

Bachelor's in Computer Science or equivalent. MBA or PMP preferred.
7 years of formal IT experience in a corporate IT environment, include 4 years ITSM experience, required along with sound knowledge of production operations, quality practices, and client services.
Current understanding of healthcare strategic and technology trends, along with the ability to evaluate data collected through task analysis, business process review, surveys and workshops preferred.
Must have IT Asset Management experience with hardware and software.
Understands ITSM metrics and where to look for them.
Understands ITSM key performance indicators and how to create them.
Assists in developing ITSM success factors.
Has demonstrated the ability to develop a consistent and routine reporting practice for ITIL metrics.
Has SharePoint knowledge.
Has reporting experience, knows how to perform SQL queries, etc.
Excellent PowerPoint and Excel experience including ODBC connectors and pivot tables.
Effective presenter, can give polished presentations to Senior Management.
Has demonstrated communication and negotiation skills in order to interact with site peers, local management and executives on technical issues on project design and planning.

Benefits

Comp & perks

We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ITSMIT Asset ManagementSQLreportingdata analysisprocess improvementITIL metricskey performance indicatorsPowerPointExcel

Soft Skills

communicationnegotiationpresentationinterpersonal skillsorganizational skills

Certifications

Bachelor's in Computer ScienceMBAPMP