Remote New

IT Problem Management Analyst

Blue Cross and Blue Shield of North Carolina
$81,068.00 - $129,708.00
parental leave, paid time off, tuition reimbursement, 401(k)
United States, Kansas
Jul 24, 2026
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. WhatYou'llDo 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. WhatYou'llGet The opportunity to work at thecutting edgeof health care delivery with a teamthat'sdeeply invested in the community Work-life balance, flexibility, and the autonomy to dogreat work Medical, dental, and vision coverage along withnumeroushealth and wellness programs Parental leave and support plus adoption and surrogacyassistance Career development programs and tuition reimbursement for continued education 401k match including an annual company contribution Learn more 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 _____________________________________________________________________ JOB ALERT FRAUD: We have become aware of scams from individuals, organizations, and internet sites claiming to represent Blue Cross and Blue Shield of North Carolina in recruitment activities in return for disclosing financial information. Our hiring process does not include text-based conversations or interviews and never requires payment or fees from job applicants. All our career opportunities are published on https://bcbsnc.wd5.myworkdayjobs.com/en-US/BCBSNC. If you have already provided your personal information that you suspect is fraudulent activity, please report it to your local authorities. Any fraudulent activity should be reported to: HR.Staffing@BCBSNC.com.