Senior IT Service Manager

Company	Centene
Location	Washington, USA, Pennsylvania, USA, California, USA, Texas, USA, Jackson Township, NJ, USA, Florida, USA, Georgia, USA, Virginia, USA, Colorado, USA, New York, NY, USA, Massachusetts, USA, Missouri, USA, Illinois, USA
Salary	$35.49 – $63.79
Type	Full-Time
Degrees	Bachelor’s
Experience Level	Senior

A Bachelor’s degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science)
4 – 6 years of related experience
Knowledge of ServiceNow: Event Management, On-Call Scheduling & Escalations, CMDB, Service Reliability Management, SLI/SLOs, building reports, Performance Analytics, Incident Management, Common Services Data Model (CSDM 4.0)
Knowledge of Monitoring Tools: Dynatrace, Splunk, Solarwinds, AWS CloudWatch, Grafana/Kibana
Knowledge of IT Service Management (ITSM), ITIL framework and practices, Python, Regular Expression (REGEX), JavaScript
Intermediate – Seeks to acquire knowledge in area of specialty
Intermediate – Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions
Intermediate – Ability to work independently
Intermediate – Demonstrated analytical skills
Intermediate – Demonstrated project management skills
Intermediate – Demonstrates a high level of accuracy, even under pressure
Intermediate – Demonstrates excellent judgment and decision making skills

Administer and support IT Event Management practice and processes and improve enterprise-wide effectiveness and efficiency of the firm’s IT service operations
Develops strategy and plan for the approach on event management operations, and the implementation and development of policies and procedures to ensure consistent high levels of quality and availability
Oversees the planning, hosting, and deployment of key operational activities for event management and IT customers to deliver effective solutions to reduce noise from monitoring events and notify responders
Oversees ITSM and enterprise event management tools and their respective maintenance, configuration, integration, and strategies
Manages all system events processing leading to incident notification, problem identification and escalation management according to predefined protocols
Provides leadership, technical guidance and coaching to analysts executing service operations
Supports the technology leadership in developing budget projections based on short- and long-term goals and objectives
Performs other duties as assigned
Complies with all policies and standards