Serve as primary escalation point for day-to-day operational issues across the IT Service Desk and Vendor Platform Operations teams, triaging incidents, coordinating cross-team response, and making resolution decisions before escalating to management.
Leverage AI tools (Microsoft Copilot, Copilot Studio agents) for ticket triage assistance, meeting summarization, vendor communication drafting, metrics trend analysis, knowledge base query resolution, and incident status generation.
Own and maintain operational dashboards (Power BI) - MTTR, SLA compliance, ticket volume trends, first-contact resolution, sprint velocity, backlog health, vendor performance - presenting insights and recommendations to leadership.
Manage internal and vendor tickets including escalations across enterprise healthcare and business platforms.
Perform research and root cause analysis to gain historical knowledge, identify recurring incident patterns, and provide data-driven recommendations for resolution and prevention.
Maintain point-of-contact lists and escalation procedures for internal teams and all platform-related vendors.
Oversee IT Service Desk queue operations - ticket triage, SLA adherence, employee onboarding/offboarding provisioning workflows, PC refresh lifecycle, endpoint management, and access request fulfillment.
Own and maintain the enterprise IT asset inventory in the CMDB/asset management system - ensuring hardware, software, and licensing records are accurate, current, and audit-ready.
Manage the software and service renewal lifecycle - collecting vendor quotes, coordinating with Vendor Services for contract review, submitting requisitions through the procurement system, and ensuring renewals are completed before expiration.
Track software license utilization and compliance - identifying unused licenses for reclamation, flagging upcoming expirations, and providing cost optimization recommendations to leadership.
Coordinate the annual PC refresh program - maintaining the refresh schedule based on endpoint lifecycle policy, tracking inventory in the asset management system, managing work items for deployment, and ensuring timely hardware procurement.
Coordinate release and deployment activities across progressive environments (DEV/SIT/PROD), managing timelines with vendors and internal stakeholders.
Identify and report release-related issues; lead post-implementation root cause analysis, remediation coordination, and preventable-procedure development.
Assist with data analysis of new platform codes and coordinate with business areas for additional input on implementation activities.
Drive cross-training initiatives across service desk and platform operations to build team resilience and shared operational knowledge.
Create and deliver presentation content for e
Benefits
Health insuranceVision insuranceRemote work options
Additional Information
At Blue Cross and Blue Shield of Nebraska, we are a mission-driven organization dedicated to championing the health and well-being of our members and the communities we serve.
Our team is the power behind that promise. And, 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 in delivering on it! As a member of Team Blue, you'll find purpose, opportunities and the support you need to build a meaningful career and make a powerful impact in our community.
This is a strategic, AI-native operational role serving as the manager's day-to-day operational partner across both the IT Service Desk and Vendor Platform Operations teams. The Technical Analyst is an AI-first position that leverages Microsoft Copilot, Copilot Studio agents, and AI-assisted workflows for ticket triage, vendor communications, meeting summarization, metrics analysis, and knowledge-base queries. This role is responsible for assisting in updating the standards and policies necessary to manage multiple technical application releases throughout a progressive environment structure. It will collaborate across all lines of business and multiple technical teams to ensure the successful coordination of configuration deployments, acceptance of completed validation, various internal and external points of integration, and deployment of varying both internal and vendor software releases. The position also owns the enterprise IT asset lifecycle and software/service renewal management - ensuring hardware, software, and licensing inventories are accurate, renewals are executed before expiration, and cost optimization opportunities are surfaced to leadership. The position drives operational intelligence that informs leadership decisions while requiring a strong blend of analytical thinking, technical acumen, excellent communication, and the ability to lead without direct authority.
The ideal candidate will live within driving distance of the Omaha, Nebraska office. This position allows remote flexibility but will have 1 day per week in the office.
Nebraskablue · Omaha, NE