DESCRIPTION/RESPONSIBILITIES:
Summary:
Blue Cross Blue Shield of Michigan is currently seeking an IT Manager for their downtown Detroit / Lafayette facility. Excellent oral, written and presentation skills are a must and this individual also must be comfortable interacting with all levels of leadership.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
* Must adhere to corporate SLAs and Processes in delivery of production support to mission critical applications.
* Responsible to lead the operations team supporting Michigan Member Portal, Nasco’s HCBO Group HR Portal. Lead team of analysts to ensure overall quality, assist in troubleshooting and working closely with business partners in resolving issues.
* As a Product Manager, manage the team of Analysts, developers, testers, release coordinators and ensure smooth operations.
* As a Member Portal ticket queue owner responsible for successful and timely issue tracking and resolution.
* Collaborate with other technical teams to manage and coordinate issues and resolutions.
* Ability to manage multiple priorities in a fast paced environment with little or no supervision and strong managerial skills.
* Lead the delivery of one or more IT services required to supporting the IT strategy.
* Provide input to business technology planning for an IT process. Assist in managing IT technology administration/operations/support to ensure successful fulfillment of end-user requirements. Assist in maintaining and controlling department budget, schedule and resources. Meet regularly with team to gather work statuses.
* Provide input into demand management process. Ensure compliance with enterprise technology standards, governance processes, and performance metrics to ensure IT delivers value to the enterprise. Ensure adherence to policies, procedures, and standards.
* Review and ensure a high level of quality and service is maintained by meeting or exceeding commitments. Identify opportunities for process improvements. Implement defined process improvements. Support the user community in system and process matters/issues. Administer efficient customer service to internal clients. Prepare periodic reports for management, as necessary or requested.
* Forecast costs by providing input into annual budget planning process. Assist in managing budget and takes appropriate steps to stay within budget.
* Discuss work progress and obstacles. Provide advice, guidance, encouragement and constructive feedback. Ensure work, information, ideas, and technology flow freely across teams. Establish measurable individual and team objectives that are aligned with business and organizational goals. Document and present performance assessments.
* Recognize and reward associates commensurate with performance. Partner with direct reports to establish a career development plan that is aligned to achievement of performance and career goals. Provide ongoing feedback for development. Comply with organizational practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention. Provide input to the identification and development of potential future leaders.
* Identify the roles, skills and knowledge required to achieve goals. Forecast staffing requirements (e.g., headcount, skills) for the team. Ensure staff has the resources and skills needed to support all work initiatives. Participate in IT workforce deployment activities.
* Advocate the need for change. Act as a change agent to implement and manage best practices within area of responsibility. Execute change through frequent communication to staff. Coach staff through the change. Identify and remove obstacles to change. Generate appropriate communication, process and educational plans for mitigating the disruption of change.
* Review service provider performance. Identify and confirm performance problems and notifies Service Delivery Managers.
* Maintain knowledge of current trends and new technologies in related areas.
