Premera Blue Cross IT Service Quality Analyst IV in Mountlake Terrace, Washington

Join Our Team: Do Meaningful Work and Improve People’s Lives

Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.

To better serve our customers, we’re creating a culture that promotes employee growth, collaborative innovation, and inspired leadership. We are committed to creating an environment where employees can do their best work and where best-in-class talent comes, stays, and thrives!

As an IT Service Quality Analyst IV , your work will help to modernize IT service management in the healthcare space. Your work will transform our approach to the employee service experience by improving, automating, and simplifying for both IT and the business. You will act as the Service Quality Manager and will be responsible for developing, maintaining and monitoring service agreements between IT and Business Partners across the enterprise. You will ensure that services are consistently meeting customer expectations and provide service quality guidance / visibility (excellence & opportunity) to business/IT leadership via metrics and trending analysis. In addition, you will provide consulting services to departments and teams with regards to Service Management. You’ll help drive the requirements for Premera’s ITSM tool, ServiceNow.

What you’ll do

  • Help set strategic growth for process and service maturity

  • Work collaboratively with other Service Quality Managers, IT and the business to ensure that key services and processes are documented and controlled

  • Provide standard (Best Practices) process definitions

  • Manage support process lifecycles from initial assessment, deployment to production, management and control, leveraging ITIL and Industry Best Practices

  • Establish and manage service requests – ensure pertinent KPIs are in place and used effectively to guide behavior

  • Establish forum(s) for reviewing/communicating enterprise metrics, issues and devising solutions

  • Assists in measuring, monitoring and evaluating the execution of services and support processes against agreed upon protocols and service levels

  • Form strong working relationships between IT Departments and the business - providing consulting assistance for delivery and operations teams

  • Operate as a change agent – works with the team to find innovative ways of meeting business demand while delivering exemplary support and delivery services

What you’ll bring

  • A minimum of 7 years of progressive responsibilities in IT, developing, deploying and managing ITIL support processes in a complex, mission-critical business environment

  • BA/BS in Business Management, Computer Science, Engineering, Telecommunications, or related discipline or equivalent work experience

  • Experience managing vendors and delivery and support teams to defined processes and protocols with defined service levels

  • Outstanding critical thinking, meeting facilitation, communications, and interpersonal interaction skills.

  • Demonstrated proficiency influencing others to work towards a common vision or goal

  • Experience managing stakeholder relationships

  • Demonstrated ability mediating and facilitating communications at the business and IT leadership level

  • Ability to work effectively with all levels in an organization

  • Ability to gain buy-in from stakeholders to resolve significant process design issues.

  • Excellent verbal and written communication skills, including the ability to translate complex technical concepts into understandable terms and able to tailor communication to audience

  • Familiar with standard ITSM related roles such as, Incident Management, Change Management, Problem Management, Configuration Management, Release Management, Service Request Fulfillment and Continuous Improvement Management


What we offer

  • Medical, vision and dental coverage

  • Life and disability insurance

  • Retirement programs (401K employer match and pension plan)

  • Wellness incentives, onsite services, a discount program and more

  • Tuition assistance for undergraduate and graduate degrees

  • Generous Paid Time Off to reenergize

  • Free parking

Equal employment opportunity/affirmative action:

Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.

If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at or via phone at 425-918-4785.

At Premera, we make healthcare work better. By focusing on improving our customers’ experience purposefully and serving their needs passionately, we make the process easier, less costly, and more positive. Through empathy and advocacy, we change lives.

As the leading health plan in the Pacific Northwest, we provide comprehensive health benefits and services to more than 2 million customers, from individuals to Fortune 100 companies. Our services include innovative programs focused on health management, wellness, prevention, and patient safety. We deliver these programs through health, life, vision, dental, disability, and other related products and services.

Premera Blue Cross is headquartered in Mountlake Terrace, WA, with operations in Spokane and Anchorage. The company has operated in Washington since 1933 and in Alaska since 1952. With more than 80 years of experience in the region, we deliver innovation, choice, and expertise.