Critical Incident Specialist

Summary

Why should you join the BlueCross BlueShield of South Carolina family of companies? Other companies come and go, but for more than seven decades we’ve been part of the national landscape, with our roots firmly embedded in the South Carolina community. We are the largest insurance company in South Carolina … and much more. We are one of the nation’s leading administrators of government contracts. We operate one of the most sophisticated data processing centers in the Southeast. We also have a diverse family of subsidiary companies that allows us to build on a variety of business strengths. We deliver outstanding service to our customers. If you are dedicated to the same philosophy, consider joining our team!

Position Purpose

Administers and oversees high severity incident process for the Information Technology division including high impact and critical incident efforts. Ensures all projects, incidents, or situations that have escalated to high severity incident status are brought to swift resolution. Identifies the progress, owners, and continually monitors for forward movement. Maintains open communication, coordinates, and delivers instruction to all levels involved in the incident up to and including Chief Information Officer (CIO).

Description

Position requires a security clearance, which requires US citizenship to obtain.

What You’ll Do

• Oversight over all high severity outages, running bridge lines, and governing I/S resources in an environment of accountability.
• Manage or provide oversight over all Incident Management tools, including but not limited to Incident Focus, Info Gathering, and Heads-Up Messaging.
• Partner with all TSC Service Desks, System Support Groups, and Client organizations to drive for process improvements and reduction of Production-impacting outages across all Lines of Business.
• Leads all of I/S in the Daily Operational Standup meeting to determine the daily health of the business, by presenting the past day’s outages, current outages, current health status of all I/S groups, and hosts the Release Management staff as they announce upcoming changes to the environment.
• Provide 24x7x365 support to all technicians working high severity outages and escalations, with a focus on System Support Groups (SSG), Critical Incident Management (CIM) technicians and the AfterHours Service Desk (AHSD).
• Identify any negative Incident Management trends and take steps to rectify quickly, through the use of reporting, taskforces, subcommittees, or other initiatives.
• Lead Red Alerts for the company, pulling in resources, escalating as needed and creating polished analysis and documentation.
  
  

Required Education

To Qualify for This Position, You'll Need:

• Bachelor’s degree OR
• 4 years of job-related work experience OR
• 2 years of job-related experience plus an associate’s degree in any major
  
  

Work Experience

• 2 years' experience including facilitating and leading groups, training, or collaborating across teams in order to resolve problems and achieve results.
  
  

Required Skills And Abilities

• Ability to quickly assess critical situations, make appropriate decisions, and drive resolution.
• Strong interpersonal skills.
• Detail oriented.
• Proven ability to identify resource needs and escalate functional, quality, and timeline issues appropriately.
• Demonstrated, excellent verbal and written communication skills, including the ability to communicate with all levels up to and including executive management.
• Strong critical thinking, problem solving, and analytical skills.
• Demonstrated, effective organizational and leadership skills in a team environment.
  
  

Required Software And Other Tools

• Microsoft Office including at least intermediate level of Outlook, Word, Excel and PowerPoint.
  
  

What We Can Do For You

We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have access and opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.

Our Comprehensive Benefits Package Includes

• Subsidized health plans, dental and vision coverage
• 401K retirement savings plan with company match
• Life Insurance
• Paid Time Off (PTO)
• Nine paid holidays
• On-site cafeterias and fitness centers in major locations
• Wellness program and healthy lifestyle premium discount
• Tuition assistance
• Service recognition
• Employee Assistance
• Discounts to movies, theaters, zoos, theme parks and more
  
  

What To Expect Next

After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements. Management will be conducting interviews with those candidates who qualify with prioritization given to those candidates who demonstrate the preferred qualifications.

We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer.

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Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains Affirmative Action programs to promote employment opportunities for minorities, females, disabled individuals and veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.

We are committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities.

If you need special assistance or an accommodation while seeking employment, please e-mail [email protected] or call 1-800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.