Platform Incident Specialist

Blue Cross Blue Shield of Nebraska

Omaha, NE Technology

Blue Cross and Blue Shield of Nebraska (BCBSNE) is more than just an insurance company with a solid foundation; our sights are set on reinventing what health care can and should be. As the industry rapidly evolves and we seek ways to optimize business processes and customer experiences, there’s no greater time for forward-thinking professionals like you to join us.

Our employees champion change and are inspired to transform the communities we serve every day. As a member of “the Blues Crew,” you’ll find purpose, opportunities and the support you need to build a meaningful career. Learn more about our culture and what makes BCBSNE such an exceptional place to work by visiting

The Platform Incident Specialist is responsible for providing subject matter expertise and technical support for the HealthRules platform by troubleshooting technology issues and developing the processes to deliver software support and services. This role will collaborate across all lines of business and multiple technical teams, along with third party vendors, to ensure the successful coordination of monitoring, issue triage and issue resolution. The Incident Specialist will recommend and implement continuous process improvements. This role requires a blend of technical expertise with excellent communication skills and project management experience.

What you'll do:

  • Partner with internal parties to document, coordinate and communicate activities necessary for the triage and resolution of production incidents.
  • Establish, facilitate and communicate ongoing cross-functional operations impact discussions and prioritization processes of HealthRules related incidents and bugs internally and with external partners.
  • Establish reporting/metrics and/or dashboards regarding the incident process/service requests specific to the HealthRules Platform and associated third party components.
  • Assist the Enterprise Platform Team with coordinating adhoc projects as needed.
  • Maintain point-of-contact lists and escalation procedures for internal teams and HealthRules platform related vendors.
  • Provides follow up communication and retrospectives for process improvement.
  • Assesses issues with implementations and recommends and coordinates remediation actions if required s responsible for Release and Deployment schedules across all HealthRules Payor and associated systems.
  • Other Duties as assigned.

To be considered for this position, you must have:

  • 2 years experience with IT incident management and procedures.  
  • Effective communication skills (written and oral), with experience interacting with all levels of management regarding people, process and technology.
  • Knowledge supporting processes related to problem management, incident management and conflict resolution. 
  • Requires a customer service focus as well as soft skills.

The strongest candidates for this position will also possess:

  • Experience with healthcare management tools as well as IT Help Desk, Technical Support or Incident Management Role.
  • Good understanding of IT environment and operations.
  • Proven ability to drive process improvements and enhancements.

We strongly believe that diversity of experience, perspective and background will lead to a better workplace for our employees and a better product for our customers and members.

Blue Cross and Blue Shield of Nebraska is an Equal Opportunity /Affirmative Action Employer - Minorities/Females/Disabled/Veterans


Job ID: 4613

Posted 16 days ago

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