Engineer III - Problem & Configuration

What you can expect! 

Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience!

The Engineer III - Problem & Configuration will be reporting to the Manager, IT Service Management and will be responsible to manage IEHP’s IT Problem and configuration management process/activities (ITAM/CMDB). Responsible for implementing and managing Problem management process day to day activities, responsible for the IT Asset management, Software licensing and CMDB setup on the ITSM platform. The position will lead problem review boards, Root Cause Analysis (RCA) and provide team oversight and guidance to ensure process adherence with IEHP’s approved change process, methods, procedures, and standard. Implement configuration management discipline for the entire life cycle of systems and software from initial requirements/capabilities baselines to system end-of-life including documenting in the Asset management tool, in addition to collaboration with, inter-departments to ensure member needs are met while simultaneously building strong peer relationships.

Key Responsibilities

1. Implement hardware and software version control processes, policies, and procedures. 
2. Document hardware and software configuration management processes and procedures.
3. Manage, maintain, and develop the configuration management environment for hardware and software license management.
4. Ensures license liability is limited by harvesting unused license back to inventory.
5. Perform audits to validate that CIs exist and validate the correct data attributes are detailed in the CMDB.
6. Track hardware maintenance plans and warranty data in the CMDB.
7. Provide the control and maintenance of legal ownership/support documentation (software contracts, invoices, EULAs and support/maintenance agreements) in the Configuration Management System.
8. Lead the Problem management activities within a structured process framework, ensuring all problems are properly documented, managed, and communicated.
9. Perform as technical evaluator for support plans and Knowledge Articles for known issues. Reviews and makes recommendations of improvements to knowledge management documentation.
10. Contribute analysis and documentation to Known Error Database.
11. Perform as single point of contact for one or more problems. Responsible for problem coordination.
12. Create and update the Problem Record, schedules, and facilitates Problem Management meetings.
13. Ensure that appropriate root cause is recorded, identifies any Known Errors and coordinates actions to fix the errors.
14. Track corrective actions to closure.
15. Identify trends and potential Problem sources.
16. Follow up on issues and progress with Problem Owners where necessary. Works with all internal technical teams, Service Managers, and external stakeholders.
17. Produce Problem Management reports and management information.
18. Produce RCA notification.
19. Proactively identifies training opportunities to execute on the organization’s overall goals.
20. Meet or exceeds all Goals and Objectives and Service Level Targets.
21. Work on-call hours that would include 24/7 coverage per the SOPs.

Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

Perks

IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.

• Competitive salary.
• Hybrid schedule.
• CalPERS retirement.
• State of the art fitness center on-site.
• Medical Insurance with Dental and Vision.
• Life, short-term, and long-term disability options
• Career advancement opportunities and professional development.
• Wellness programs that promote a healthy work-life balance.
• Flexible Spending Account – Health Care/Childcare
• CalPERS retirement
• 457(b) option with a contribution match
• Paid life insurance for employees
• Pet care insurance

Education & Experience

• Eight (8) years of experience in Problem management and Configuration Management. Demonstrated experience using ServiceNow ITSM (Problem, Asset, CMDB) products. A solid understanding of ITSM with practical experience designing, implementing, and supporting ITIL improvements.
• Bachelor’s degree in Computer Science, Information Management or similar technical field from an accredited institution required. 

Key Qualifications

• Must have a valid California Driver's License.
• Knowledge of:
•  ITIL Knowledge (Foundation s V3 or V4) Major ITSM processes including Change Management, Configuration Management, Knowledge Management, Incident management
• Current business practices and computing systems, IT development methodologies and operations.
•  Program and project management and planning, process mapping
  Understanding of:
•  Healthcare issues, information systems, management issues, and current trends.
• Conceptualizing business strategies while implementing information systems and technology strategic direction

Start your journey towards a thriving future with IEHP and apply TODAY!