Information Technology Service Management (ITSM) Engineer

Blue Cross and Blue Shield of Minnesota is hiring an Information Technology Service Management (ITSM) Engineer in Eagan, MN. The ITSM Engineer will configure and automate ITSM tools and workflows to optimize service delivery and operational efficiency. As a highly skilled professional, the ideal candidate will design ITSM solutions to ensure the efficient and effective delivery of IT services. This role requires an understanding of ITSM platforms, workflows, processes, and integration techniques, as well as the ability to work collaboratively with various stakeholders to drive continuous improvement in service delivery and functionality. The ideal candidate should have at least 3 years of ITSM experience. We are migrating from ServiceNow to TeamDynamix, any similar experience is a positive but not required. The candidate must be self-driven, possess strong communication skills, and be capable of effectively interacting with end users and stakeholders. A background in AI and Automation for process streamlining is preferred. This role is hybrid, 2 days a week, out of Eagan, MN.

Your responsibilities include:

• Design, document and implement/configure ITSM solutions, ensuring alignment with organizational needs.
• Collaborate with stakeholders to develop innovative solutions and optimize workflows.
• Automate workflows and processes to improve efficiency and scalability.
• Develop requirements for integrating ITSM platforms with other enterprise systems.
• Guide IT staff and end-users on ITSM tools and processes.
• Monitor and analyze KPIs and ITSM metrics to identify improvements.
• Mentor junior team members and provide technical guidance.
• Occasional after hours and weekend work based on an on-call rotation.

Required skills and experiences:

• 3+ years of related professional experience.
• Cloud Service Provider Certification (e.g., AWS Cloud Practitioner, Azure Fundamentals, etc.) - required within 1 year of employment.
• Knowledge of ITSM tools (e.g., Team Dynamix) and processes (incident, change, release, configuration).
• Strong analytical, problem-solving and communication skills.
• Ability to interact professionally with a diverse group, including business stakeholders and leadership.
• Experience in automating workflows or processes to improve efficiency.
• Experience in analyzing metrics and executing where improvements are visible.
• Experience in mentoring others.
• Familiarity with cloud computing technologies.
• Ability to work independently, as well as collaboratively within a team.
• Ability to persevere in the face of resistance or setbacks.
• Knowledge of DevOps practices and tools.

Preferred skills and experiences:

• Familiarity with migrations of ITSM solutions/software.
• Knowledge of ITSM processes within a Product led organization.
• Experience in cloud-based ITSM solutions.
• Experience in Artificial Intelligence (AI) and Automation.
• Comfortable interaction with the business and stakeholders.

Compensation and Benefits:

Pay Range: $77,200.00 - $102,300.00 - $127,400.00 Annual Pay is based on several factors which vary based on position, including skills, ability, and knowledge the selected individual is bringing to the specific job. We offer a comprehensive benefits package which may include: Medical, dental, and vision insurance Life insurance 401kPaid Time Off (PTO) Volunteer Paid Time Off (VPTO) And more To discover more about what we have to offer, please review our benefits page.