Engineer III - Problem & Configuration
Company: Inland Empire Health Plan
Location: Rancho Cucamonga
Posted on: May 8, 2024
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Job Description:
_*A reasonable salary expectation is between $103,708.80 -
$132,225.60, based upon experience and internal equity.*__*Hybrid
Schedule *_*Position Summary/Position*The Engineer III - Problem &
Configuration will be reporting to the Manager, IT Service
Management and will be responsible to manage IEHPs IT Problem and
configuration management process/activities (ITAM/CMDB).
Responsible for implementing and managing Problem management
process day to day activities, responsible for the IT Asset
management, Software licensing and CMDB setup on the ITSM platform.
The position will lead problem review boards, Root Cause Analysis
(RCA) and provide team oversight and guidance to ensure process
adherence with IEHPs approved change process, methods, procedures,
and standard. Implement configuration management discipline for the
entire life cycle of systems and software from initial
requirements/capabilities baselines to system end-of-life including
documenting in the Asset management tool.*Major Functions (Duties
and Responsibilities)*1. Implement hardware and software version
control processes, policies and procedures.2. Document hardware and
software configuration management processes and procedures.3.
Manage, maintain, and develop the configuration management
environment for hardware and software license management.4. Ensures
license liability is limited by harvesting unused license back to
inventory.5. Perform audits to validate that CIs exist and validate
the correct data attributes are detailed in theCMDB.6. Track
hardware maintenance plans and warranty data in the CMDB.7. Provide
the control and maintenance of legal ownership/support
documentation (software contracts, invoices, EULAs and
support/maintenance agreements) in the Configuration Management
System.8. Lead the Problem management activities within a
structured process framework, ensuring all problems are properly
documented, managed, and communicated.9. Perform as technical
evaluator for support plans and Knowledge Articles for known
issues. Reviews and makes recommendations of improvements to
knowledge management documentation.10. Contribute analysis and
documentation to Known Error Database.11. Perform as single point
of contact for one or more problems. Responsible for problem
coordination.12. Create and update the Problem Record, schedules,
and facilitates Problem Management meetings.13. Ensure that
appropriate root cause is recorded, identifies any Known Errors and
coordinates actions to fix the errors.14. Track corrective actions
to closure.15. Identify trends and potential Problem sources.16.
Follow up on issues and progress with Problem Owners where
necessary. Works with all internal technical teams, Service
Managers, and external stakeholders.17. Produce Problem Management
reports and management information.18. Produce RCA notification.19.
Proactively identifies training opportunities to execute on the
organizations overall goals.20. Meet or exceeds all Goals and
Objectives and Service Level Targets.21. Work on-call hours that
would include 24/7 coverage per the SOPs.*Supervisory
Responsibilities*Leading: Guides Others*Experience
Qualifications*Eight (8) years of experience in Problem management
and Configuration Management.Demonstrated experience using
ServiceNow ITSM (Problem, Asset, CMDB) products. A solid
understanding of ITSM with practical experience designing,
implementing, and supporting ITIL improvements.*Education
Qualifications*Bachelors degree in Computer Science, Information
Management or similar technical field from an accredited
institution required.*Professional Certification*ITIL v3 foundation
or higher preferred.*Drivers License Required*Yes, must have a
valid California Driver's License.*Knowledge Requirement*Knowledge
of:- ITIL Knowledge (Foundation s V3 or V4) Major ITSM processes
including Change Management, Configuration Management, Knowledge
Management, Incident management- Current business practices and
computing systems, IT development methodologies and operations.-
Program and project management and planning, process
mappingUnderstanding of:Healthcare issues, information systems,
management issues, and current trends.Conceptualizing business
strategies while implementing information systems and technology
strategic direction*Skills Requirement*- Uses logic, methods, and
tools to solve problems with effective solutions- Ability to
coordinate and drive conference calls- Excellent organizational and
time management skills- Displays basic Project and Problem
Management skills and abilities- Ability to recognize errors and
correct to meet organizational standards- Ability to troubleshoot
problems and work with other groups to find solutions- Capability
of multi-tasking, managing multiple events simultaneously- Proven
ability to analyze and report on various levels of data and
metrics*Abilities Requirement*Proven ability to:- Be a subject
matter expert with a hands-on approach in a complex fast-paced
business environment.- Present issues and challenges in senior
management forums.- Work with a team of professionals from various
disciplines.- Lead through times of change, disruption, and
growth.- Be highly tenacious, combined with high stress resistance-
Be extremely detail oriented- Follow outlined processes and
procedures- Follow verbal and written instructions- Work
independently with little supervision- Speak and communicate
effectively and in an articulate and diplomatic manner across all
levels of the organization*Commitment to Team Culture*The IEHP Team
environment requires a Team Member to participate in the IEHP Team
Culture. A Team Member demonstrates support of the Culture by
developing professional and effective working relationships that
include elements of respect and cooperation with Team Members,
Members and associates outside of our organization.Job Type:
Full-timePay: $118,601.60 - $157,144.00 per yearBenefits:* 401(k)*
Dental insurance* Flexible spending account* Health insurance*
Health savings account* Life insurance* Paid time off* Parental
leave* Professional development assistance* Tuition reimbursement*
Vision insuranceCompensation package:* Bonus opportunities* Yearly
payExperience level:* 8 yearsSchedule:* 8 hour shift* Day shift*
Monday to FridayEducation:* Bachelor's (Required)Experience:*
ServiceNow ITSM (Problem, Asset, CMDB) products: 8 years
(Required)* CMDB (Configuration Management Database): 8 years
(Required)* Configuration management: 8 years
(Required)License/Certification:* ITIL v3 foundation certification
or higher (Preferred)Work Location: Hybrid remote in Rancho
Cucamonga, CA 91730by Jobble
Keywords: Inland Empire Health Plan, Oceanside , Engineer III - Problem & Configuration, Engineering , Rancho Cucamonga, California
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