ServiceNow Technical Lead

Description

Your Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care.
This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health care companies and a Fortune Top 50 Company.

Internal Title: Infrastructure Svc Eng Sr Adv
Location: Office based in Richmond, VA, Atlanta, GA, Mason, OH, Norfolk, VA, or Indianapolis, IN (currently remote due to COVID)

Anthem is seeking a ServiceNow technical specialist who will be driving the Event Management discipline in Service Management group. We have more than 40 event sources sending events to Service Now. This position is a key resource in maintaining Event Management solutions using ITOM module with an emphasis on optimizing and automating events and incidents. The position requires ITSM expertise along with knowledge and best practice of workflows in Service Now. This person will be working with various Event owners to optimize their alerts and identify areas of improvement and automation. We will be implementing AIOps in Service Now and any experience with AIOps is a plus.

Primary duties may include, but are not limited to:

• Defining and configuring alert groups and dashboards in ITOM.
• Configuring ServiceNow to open and assign tickets based on detected conditions and rules.
• Identifying resolution steps generated from monitoring tools that may be candidates for automation.
• Quantifying and measuring the performance of current service against previous periods, benchmarks, and KPIs.
• Working with Event owners on improving monitoring and reporting in ITOM and Service Now.

Qualifications

• Requires BA/BS degree; 5+ years’ experience in information systems, computer networking, telecommunications, systems development and management; significant experience with multiple technical and business disciplines required; or any combination of education and experience, which would provide an equivalent background.
• Demonstrated ability to create and present ideas to senior management.
• Preferred experience:
  • Candidate should have 3-5 years of professional experience with ServiceNow ITSM and ITOM.
  • Service Now Certified Implementation Specialist - IT Service Management preferred.
  • Possess a working knowledge of event management concepts.
  • Extensive experience with JavaScript and low-code Service Now Flow Designer work
  • Strong familiarity with ITIL practices.

Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and has been named a 2019 Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran. Anthem promotes the delivery of services in a culturally competent manner and considers cultural competency when evaluating applicants for all Anthem positions.