Senior Service Offering Management Engineer (Remote/ Work at Home / Virtual)

Description

As a Senior Service Offering Management Engineer, you will work with a close knit agile change and release team as well as partner with IT teams to constantly look for ways to identify potential issues, enhance processes, increase consumer experience and change order quality to protect Humana's IT Production environment.

The Senior Service Offering Management Engineer enables and assures the management and abilities of the service offering system are controlled, balanced and aligned to the mission and needs of the whole enterprise. The Senior Service Offering Management Engineer work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

Responsibilities

• Assesses the impact of change on service quality and SLAs.
• Ensures service-level management process is in close relation with the operational processes to monitor and control their activities by establishing metrics that can be monitored against a benchmark.
• Begins to influence department's strategy.
• Makes decisions on moderately complex to complex issues regarding technical approach for project components, and work is performed without direction.
• Exercises considerable latitude in determining objectives and approaches to assignments.

Required Qualifications

• Bachelor's degree or equivalent experience
• 5 or more years of technical experience
• Experience assessing the impact of change on service quality and SLAs
• Experience establishing metrics that can be monitored against a benchmark
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences
• Willingness to lead meetings and collaboration efforts across the organization
• Excellent verbal and written communication skills

Preferred Qualifications

• Bachelor's Degree
• ServiceNow experience
• Problem solving and analytical skills

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Scheduled Weekly Hours

40