IT Problem Management Analyst

Job Description

The Incident Manager is responsible for leading the end-to-end management of IT incidents to ensure rapid restoration of service with minimal impact to business operations, customers, and users.

This role coordinates cross-functional teams during major incidents, drives timely resolution, and ensures clear, consistent communication to stakeholders throughout the incident lifecycle.

• What You’ll Do
• Oversee incident response, prioritization, escalation, and resolution activities
• Continuously improve incident management processes, tools, and runbooks
• Play a critical role in maintaining service reliability, enforcing adherence to SLAs, and fostering a culture of accountability and continuous improvement across support teams
• Provide guidance and recommendations to business and technical partners to help prevent future incidents and improve system stability and client satisfaction
• Maintain and uphold Incident and Problem policies and procedures in accordance with ITIL processes
• Review and maintain incident and problem reports and records to ensure accuracy
• Provide timely communications to stakeholders, leadership, & users
• Serve in a 24/7 on-call rotation, typically every three weeks, to support incident response and critical operational issues.

What You Bring

• Bachelor's degree or advanced degree (where required)
• 3+ years of experience in related field.
• In lieu of degree, 5+ years of experience in related field.
• What You’ll Get
• The opportunity to work at the cutting edge of health care delivery with a team that’s deeply invested in the community
• Work-life balance, flexibility, and the autonomy to do great work
• Where You’ll Work

Our Hybrid Flex approach is built on presence with a purpose – giving you flexibility to work remotely with intentional in-person connection – that supports a workplace that’s flexible, connected, and future focused.

In a Hybrid-Flex role, you’ll work in the office at least two days a week for collaboration and connection.

In a Remote Flex role, you’ll work virtually, with a few in-office visits each year for meaningful moments that matter.

Whether your role is Hybrid Flex or Remote Flex depends on the nature of the work and distance from our Durham headquarters.

We welcome candidates from outside the local area and in any states listed on this job posting.

Onsite expectations will be discussed during the interview process.

• #LI-Hybrid
• Salary Range

At Blue Cross NC, we take great pride in a fair and equitable compensation package that reflects market-price and our starting salaries are typically planned near the middle of the range listed.

Compensation decisions are driven by factors including experience and training, specialized skill sets, licensure and certifications and other business and organizational needs.

Our base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus*, 401(k) with employer match, Paid Time Off (PTO), and competitive health benefits and wellness programs.

*Based on annual corporate goal achievement and individual performance.

$81,068.00 - $129,708.00

Skills

• Change Management
• Incident Coordination
• Incident Handling
• Incident Management
• Incident Resolution
• Information Technology (IT) Infrastructure
• Information Technology (IT) Services
• Information Technology Infrastructure Library (ITIL)
• IT Service Management (ITSM)
• Major Incident Management
• Preventive Action
• Problem Management
• Process Improvements
• Technical Problem Resolution
• Technical Support
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