Technical Analyst

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.

If living in one of our approved states (Florida, Iowa, Kansas, Minnesota, Missouri, Nebraska, North Dakota, and Texas) - this person may travel to our headquarters based on business needs.

What you'll do:

• 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 enterprise-level operational reviews, leadership updates, and vendor quarterly business reviews - using AI to draft and accelerate preparation.

• Maintain positive relationships with internal customers, vendors, and partner teams.

To be considered for this position, you must have:

• Bachelor's degree or equivalent experience

• One to three (1-3) years' experience in technical or business analysis

• 3+ years in IT service delivery, operations management, or platform support.

• Demonstrated AI-native mindset - actively uses AI tools (Microsoft Copilot, Copilot Studio, AI-assisted automation) to accelerate workflows, reduce manual effort, and improve operational outcomes.

• Experience with ITSM ticketing systems (e.g., ServiceNow, Freshservice, Jira Service Management, or similar).

• Working knowledge of ITIL fundamentals (incident, change, and problem management).

• Demonstrated ability to manage vendor relationships, track SLA compliance, and drive escalation resolution.

• Experience building or maintaining operational dashboards and metrics (Power BI or similar BI tools).

• Experience with Azure DevOps or similar work tracking tools for backlog and sprint management.

• Experience with IT asset lifecycle management - hardware inventory tracking, software license compliance, and vendor contract renewal processes.

• Strong analytical skills - ability to identify trends in operational data and translate them into actionable recommendations for leadership.

• Strong written and verbal communication skills - ability to present operational metrics and escalation status to technical and non-technical audiences.

• Ability to serve as a decision-making escalation point in the absence of direct management.

• Participation in on-call rotation required, including after-hours and weekend coverage as needed.

The strongest candidates for this position will also possess:

• ITIL Foundation certification (or higher).

• Experience with Power BI report authoring (DAX, data modeling - not just dashboard consumption).

• Experience with AI-assisted tools for operational workflows (Microsoft Copilot, Copilot Studio, AI agents for service management, prompt engineering).

• Familiarity with healthcare IT platforms (e.g., HealthEdge, GuidingCare, Softheon, Kyruus, or similar vendor-managed platforms).

• Experience with release management and deployment coordination across progressive environments (DEV SIT PROD).

• Knowledge of observability and monitoring tools (e.g., Azure Monitor, SolarWinds, Datadog, or similar).

• Familiarity with Agile/Scrum methodologies, sprint ceremonies, and velocity tracking.

• Experience with Active Directory, Microsoft 365 administration, endpoint management (Intune), and IT asset lifecycle management. Experience with HR-system-triggered provisioning and offboarding workflows.

• Experience with CMDB/asset management platforms (e.g., ServiceNow CMDB, Cireson, or similar) and procurement workflows. Demonstrated ability to lead without direct authority - influencing cross-functional teams, vendors, and stakeholders to meet operational objectives.

Learn more about what makes BCBSNE such an exceptional place to work by visiting NebraskaBlue.com/Careers.

We strongly believe that diversity of experience, perspective and background will lead to a better workplace for our employees and a better product for our customers and members.