[Remote] Technical Analyst

Note: The job is a remote job and is open to candidates in USA. Blue Cross and Blue Shield of Nebraska is a mission-driven organization focused on the health and well-being of its members and communities. The Technical Analyst role involves managing day-to-day operations across IT Service Desk and Vendor Platform Operations, leveraging AI tools for various tasks, and ensuring successful coordination of technical application releases and IT asset management.ResponsibilitiesServe 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 managementLeverage 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 generationOwn 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 leadershipManage internal and vendor tickets including escalations across enterprise healthcare and business platformsPerform research and root cause analysis to gain historical knowledge, identify recurring incident patterns, and provide data-driven recommendations for resolution and preventionMaintain point-of-contact lists and escalation procedures for internal teams and all platform-related vendorsOversee IT Service Desk queue operations — ticket triage, SLA adherence, employee onboarding/offboarding provisioning workflows, PC refresh lifecycle, endpoint management, and access request fulfillmentOwn and maintain the enterprise IT asset inventory in the CMDB/asset management system — ensuring hardware, software, and licensing records are accurate, current, and audit-readyManage 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 expirationTrack software license utilization and compliance — identifying unused licenses for reclamation, flagging upcoming expirations, and providing cost optimization recommendations to leadershipCoordinate 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 procurementCoordinate release and deployment activities across progressive environments (DEV/SIT/PROD), managing timelines with vendors and internal stakeholdersIdentify and report release-related issues; lead post-implementation root cause analysis, remediation coordination, and preventable-procedure developmentAssist with data analysis of new platform codes and coordinate with business areas for additional input on implementation activitiesDrive cross-training initiatives across service desk and platform operations to build team resilience and shared operational knowledgeCreate and deliver presentation content for enterprise-level operational reviews, leadership updates, and vendor quarterly business reviews — using AI to draft and accelerate preparationMaintain positive relationships with internal customers, vendors, and partner teamsSkillsBachelor's degree or equivalent experienceOne to three (1–3) years' experience in technical or business analysis3+ years in IT service delivery, operations management, or platform supportDemonstrated AI-native mindset — actively uses AI tools (Microsoft Copilot, Copilot Studio, AI-assisted automation) to accelerate workflows, reduce manual effort, and improve operational outcomesExperience 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 resolutionExperience 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 managementExperience with IT asset lifecycle management — hardware inventory tracking, software license compliance, and vendor contract renewal processesStrong analytical skills — ability to identify trends in operational data and translate them into actionable recommendations for leadershipStrong written and verbal communication skills — ability to present operational metrics and escalation status to technical and non-technical audiencesAbility to serve as a decision-making escalation point in the absence of direct managementParticipation in on-call rotation required, including after-hours and weekend coverage as neededITIL 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 trackingExperience with Active Directory, Microsoft 365 administration, endpoint management (Intune), and IT asset lifecycle management. Experience with HR-system-triggered provisioning and offboarding workflowsExperience with CMDB/asset management platforms (e.g., ServiceNow CMDB, Cireson, or similar) and procurement workflowsDemonstrated ability to lead without direct authority — influencing cross-functional teams, vendors, and stakeholders to meet operational objectivesCompany OverviewBlue Cross and Blue Shield of Nebraska is the state’s oldest and largest health insurance company, based in Omaha. It was founded in 1939, and is headquartered in Omaha, Nebraska, USA, with a workforce of 1001-5000 employees. Its website is https://www.nebraskablue.com.Company H1B SponsorshipBlue Cross and Blue Shield of Nebraska has a track record of offering H1B sponsorships, with 3 in 2026, 10 in 2025, 9 in 2024, 16 in 2023, 15 in 2022, 12 in 2021, 27 in 2020. Please note that this does not guarantee sponsorship for this specific role.