Technical Analyst

Blue Cross and Blue Shield of Nebraska

. Serve as primary escalation point for day-to-day operational issues across the IT Service Desk and Vendor Platform Operations teams, triaging incidents, coordinating cross-team response, and making resolution decisions before escalating to management.

Posted 5/6/2026full-timeOmaha • Florida, Iowa, Kansas, Minnesota, Montana, New York, North Dakota, Texas • 🇺🇸 United StatesJuniorWebsite

Tech Stack

Tools & technologies

AzureITSMServiceNow

About the role

Key responsibilities & impact

Serve as primary escalation point for day-to-day operational issues across the IT Service Desk and Vendor Platform Operations teams, triaging incidents, coordinating cross-team response, and making resolution decisions before escalating to management.
Leverage AI tools (Microsoft Copilot, Copilot Studio agents) for ticket triage assistance, meeting summarization, vendor communication drafting, metrics trend analysis, knowledge base query resolution, and incident status generation.
Own and maintain operational dashboards (Power BI) — MTTR, SLA compliance, ticket volume trends, first-contact resolution, sprint velocity, backlog health, vendor performance — presenting insights and recommendations to leadership.
Manage internal and vendor tickets including escalations across enterprise healthcare and business platforms.
Perform research and root cause analysis to gain historical knowledge, identify recurring incident patterns, and provide data-driven recommendations for resolution and prevention.
Maintain point-of-contact lists and escalation procedures for internal teams and all platform-related vendors.
Oversee IT Service Desk queue operations — ticket triage, SLA adherence, employee onboarding/offboarding provisioning workflows, PC refresh lifecycle, endpoint management, and access request fulfillment.
Own and maintain the enterprise IT asset inventory in the CMDB/asset management system — ensuring hardware, software, and licensing records are accurate, current, and audit-ready.
Manage the software and service renewal lifecycle — collecting vendor quotes, coordinating with Vendor Services for contract review, submitting requisitions through the procurement system, and ensuring renewals are completed before expiration.
Track software license utilization and compliance — identifying unused licenses for reclamation, flagging upcoming expirations, and providing cost optimization recommendations to leadership.
Coordinate the annual PC refresh program — maintaining the refresh schedule based on endpoint lifecycle policy, tracking inventory in the asset management system, managing work items for deployment, and ensuring timely hardware procurement.
Coordinate release and deployment activities across progressive environments (DEV/SIT/PROD), managing timelines with vendors and internal stakeholders.
Identify and report release-related issues; lead post-implementation root cause analysis, remediation coordination, and preventable-procedure development.
Assist with data analysis of new platform codes and coordinate with business areas for additional input on implementation activities.
Drive cross-training initiatives across service desk and platform operations to build team resilience and shared operational knowledge.
Create and deliver presentation content for enterprise-level operational reviews, leadership updates, and vendor quarterly business reviews — using AI to draft and accelerate preparation.
Maintain positive relationships with internal customers, vendors, and partner teams.

Requirements

What you’ll need

Bachelor’s degree or equivalent experience
One to three (1–3) years' experience in technical or business analysis
3+ years in IT service delivery, operations management, or platform support
Demonstrated AI-native mindset — actively uses AI tools (Microsoft Copilot, Copilot Studio, AI-assisted automation) to accelerate workflows, reduce manual effort, and improve operational outcomes
Experience with ITSM ticketing systems (e.g., ServiceNow, Freshservice, Jira Service Management, or similar)
Working knowledge of ITIL fundamentals (incident, change, and problem management)
Demonstrated ability to manage vendor relationships, track SLA compliance, and drive escalation resolution
Experience building or maintaining operational dashboards and metrics (Power BI or similar BI tools)
Experience with Azure DevOps or similar work tracking tools for backlog and sprint management
Experience with IT asset lifecycle management — hardware inventory tracking, software license compliance, and vendor contract renewal processes
Strong analytical skills — ability to identify trends in operational data and translate them into actionable recommendations for leadership
Strong written and verbal communication skills — ability to present operational metrics and escalation status to technical and non-technical audiences
Ability to serve as a decision-making escalation point in the absence of direct management
Participation in on-call rotation required, including after-hours and weekend coverage as needed.

Benefits

Comp & perks

Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI toolsticket triageroot cause analysisoperational dashboardsIT asset lifecycle managementSLA compliancedata analysisincident managementchange managementproblem management

Soft Skills

analytical skillswritten communicationverbal communicationvendor relationship managementdecision-makingcross-trainingpresentation skillsteam resilienceproblem-solvingcollaboration

Certifications

Bachelor's degreeITIL fundamentals