At HCSC, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers.

Join HCSC and be part of a purpose-driven company that will invest in your professional development.

Job Summary

This position will lead the efforts and provide oversight for system reliability and performance maximizing business value by minimizing system disruption that impacts key business processes. This person will manage $60 million in software spend and tooling that support system monitoring, ticketing, and service request workflow (Dynatrace and ServiceNow). The role with manage operations teams that support proactive and preventative processes that reduce operational risk and improve the member experience. This leadership role will be expected to direct and influence key stakeholders across infrastructure, security, and operational to support the company’s growth and operational efficiencies goals. It is responsible for working in collaboration with all Technology and Security teams to develop and lead ITSM processes to support transformational change; maintaining process information for select IT processes, including mapping and measuring business objectives to IT process outputs; driving conversations with IT and business partners to define updates to process requirements, and create process flows and metrics to measure success for the following processes: major incident, incident, problem, service request, configuration, knowledge, and asset. This role is responsible for utilizing analytics and automation to plan, implement and continually improve processes by building high performing teams, maturing capabilities, and leveraging best practices in the ITIL framework. This person is also responsible for implementing AIOps, automation, tool rationalization across the infrastructure portfolio; as well as responsible for all tooling and dashboards in multiple command centers across the organization (including security operations, digital, and infrastructure).

Please note, this role may require travel up to 10%.
This role is hybrid/flex requiring in-office visibility three days per week.

Required Job Qualifications:

• Bachelor degree and 10 years in Information Technology or 14 years of experience in Information Technology / IT Infrastructure & Operations.  

• 4 years in IT Infrastructure & Operations management and/or leadership.

• Experience with ITIL v3.

• Knowledge of SaaS ITSM Suite of tools such as ServiceNow.

• Experience with IT Asset Management and CMBD Integration.

• Knowledge of IT standards, procedures, policies.

• Familiarity with HIPAA, COBIT, ITIL, CMMI and other process standards.

• Customer relationship management.

• PMO structures, processes, and methods.

• Demand / consumption management.

• Oral & written communications.

• Problem solving / analytical skills, tools and techniques.

• Process engineering and re-design.

Preferred Job Qualifications:

• Experience in Dynatrace and ServiceNow

• Bachelor Degree in Information Technology or Engineering.

• Adaptability / ability to manage change.

• Problem solving / analytical thinking with a results oriented focus.

• Experienced in conflict management.

• Experience navigating organizational culture.

Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process!

HCSC Employment Statement:

We are an Equal Opportunity Employment / Affirmative Action employer dedicated to providing an inclusive workplace where the unique differences of our employees are welcomed, respected, and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics.

Base Pay Range

$115,900.00 - $215,400.00