Senior Problem, Incident and Event Management Engineer - Humana
Albany, NY
About the Job
Become a part of our caring community and help us put health first
The Senior Problem, Incident and Event Management Engineer drives technical support teams to Root Cause Analysis post - recovery services during periods of service disruption or outages to key technology platforms/applications. The Senior Problem, Incident and Event 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.
The Senior Problem, Incident and Event Management Engineer establishes policies, processes and systems for the implementation of a quality Problem Management process. Monitors trends in incidents and issues. Begins to influence department's strategy. Makes decisions on moderately complex to complex issues while implementing Problem Management framework to Root Cause analysis and trending outcomes. Majority of work is performed without direction. Exercises considerable latitude in determining objectives and approaches to assignments. Additionally, the role requirements will include but not limited to the following:
+ Ability to execute key processes in every day 'run the business' activities.
+ Maintaining consistent, timely delivery of Problem management best practices.
+ Ability to identify and analyze specific patterns and trends
+ Facilitating and coordinating technical problem review meetings includes leading and facilitating post mortem investigations of critical incidents, and managing root cause analysis between technical teams
+ Managing implementation of corrective actions - assigning owners and due dates and ensuring those due dates are met.
+ Production of statistics and reports to demonstrate performance of the Problem Management process
+ Evangelize the virtues of IT process management and create a collaborative environment
+ Work independently to research subject matter. Interact with IT development, operations, IT quality and product management groups to obtain and exchange information
+ Provide clear, high standard of blameless, executive level/focused documentation - through problem record and/or Post mortem summaries and delivered in a timely manner.
+ Experience in communicating up/down/across a Global enterprise, drives initiatives from inception to closure, a strong attention to detail and does not give up until the root cause has been eliminated permanently from the environment is an expectation.
+ Keep problem data current at all times.
Use your skills to make an impact
Required Qualifications
+ Bachelor's degree in business, Computer Science, or a related field or equal experience
+ Comprehensive knowledge of Microsoft Office applications, including Word, Excel, and Visio
+ Must have ServiceNow experience - preferably with the Incident, Problem and Change modules.
+ Must have prior Problem Management experience.
+ Experience in problem analysis and process documentation.
+ Experience working in cross-functional, collaborative teams.
+ Experience with Software Development Lifecycle and Waterfall or Agile Development Methodologies
Preferred Qualifications
+ Must be passionate about contributing to an organization focused on continuously improving consumer experiences.
+ Previous experience in the health care industry
+ ITIL4 Certified
+ Experience with the Consumer domain.
+ Agile Certification
Additional Information
To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
Satellite, cellular and microwave connection can be used only if approved by leadership
Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$86,600 - $119,200 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, 'Humana') offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About us
Humana Inc. (NYSE: HUM) is committed to putting health first - for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.
The Senior Problem, Incident and Event Management Engineer drives technical support teams to Root Cause Analysis post - recovery services during periods of service disruption or outages to key technology platforms/applications. The Senior Problem, Incident and Event 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.
The Senior Problem, Incident and Event Management Engineer establishes policies, processes and systems for the implementation of a quality Problem Management process. Monitors trends in incidents and issues. Begins to influence department's strategy. Makes decisions on moderately complex to complex issues while implementing Problem Management framework to Root Cause analysis and trending outcomes. Majority of work is performed without direction. Exercises considerable latitude in determining objectives and approaches to assignments. Additionally, the role requirements will include but not limited to the following:
+ Ability to execute key processes in every day 'run the business' activities.
+ Maintaining consistent, timely delivery of Problem management best practices.
+ Ability to identify and analyze specific patterns and trends
+ Facilitating and coordinating technical problem review meetings includes leading and facilitating post mortem investigations of critical incidents, and managing root cause analysis between technical teams
+ Managing implementation of corrective actions - assigning owners and due dates and ensuring those due dates are met.
+ Production of statistics and reports to demonstrate performance of the Problem Management process
+ Evangelize the virtues of IT process management and create a collaborative environment
+ Work independently to research subject matter. Interact with IT development, operations, IT quality and product management groups to obtain and exchange information
+ Provide clear, high standard of blameless, executive level/focused documentation - through problem record and/or Post mortem summaries and delivered in a timely manner.
+ Experience in communicating up/down/across a Global enterprise, drives initiatives from inception to closure, a strong attention to detail and does not give up until the root cause has been eliminated permanently from the environment is an expectation.
+ Keep problem data current at all times.
Use your skills to make an impact
Required Qualifications
+ Bachelor's degree in business, Computer Science, or a related field or equal experience
+ Comprehensive knowledge of Microsoft Office applications, including Word, Excel, and Visio
+ Must have ServiceNow experience - preferably with the Incident, Problem and Change modules.
+ Must have prior Problem Management experience.
+ Experience in problem analysis and process documentation.
+ Experience working in cross-functional, collaborative teams.
+ Experience with Software Development Lifecycle and Waterfall or Agile Development Methodologies
Preferred Qualifications
+ Must be passionate about contributing to an organization focused on continuously improving consumer experiences.
+ Previous experience in the health care industry
+ ITIL4 Certified
+ Experience with the Consumer domain.
+ Agile Certification
Additional Information
To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
Satellite, cellular and microwave connection can be used only if approved by leadership
Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$86,600 - $119,200 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, 'Humana') offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About us
Humana Inc. (NYSE: HUM) is committed to putting health first - for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.
Source : Humana