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What is a Remote ITSM Analyst?

A Remote ITSM (Information Technology Service Management) Analyst is a professional who manages and improves IT services for an organization while working from a remote location. Their responsibilities include monitoring IT service processes, handling incident and request management, ensuring compliance with service-level agreements, and analyzing service performance data. They use ITSM tools to streamline workflows, resolve technical issues, and support overall IT service delivery. By working remotely, they leverage digital communication and collaboration platforms to interact with team members and stakeholders.

What are the key skills and qualifications needed to thrive as a Remote ITSM Analyst?

To thrive as a Remote ITSM Analyst, you need a solid understanding of IT service management principles, incident and problem management, and typically a degree in information technology or a related field. Familiarity with ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Management, as well as ITIL certification, is highly valued. Strong analytical thinking, communication, and problem-solving skills are crucial for collaborating remotely and resolving technical issues efficiently. These skills ensure seamless IT operations, high user satisfaction, and effective service delivery in distributed work environments.

What are some common challenges faced by Remote ITSM Analysts, and how can they be managed effectively?

Remote ITSM Analysts often encounter challenges such as coordinating across time zones, maintaining clear communication with distributed teams, and ensuring prompt incident resolution without being physically present. To manage these effectively, it's important to leverage collaboration tools, establish clear protocols for ticket escalation, and maintain proactive communication with both technical teams and end users. Building strong relationships with colleagues and consistently documenting processes can also help overcome the challenges of remote work and ensure seamless IT service management.

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Technical Analyst - SRE

Blue Cross and Blue Shield of Nebraska

Omaha, NE • On-site, Remote

Full-time

Re-posted 13 days ago

Blue Cross & Blue Shield Of Nebraska rating

7.7

Company rating: 7.7 out of 10

Based on 9 frontline employees who took The Breakroom Quiz

204th of 309 rated insurance

Job description

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 Technical Analyst role with a Site Reliability focus - a position that intentionally walks the line between engineer and analyst. The ideal candidate has a technology background, is articulate, understands data, and can wield tooling, while bringing the analytical discipline to takeall ofthe logging, alerts, and telemetry the organization has built and turn it into a process. The Technical Analystis responsible forbuilding andmaintainingthe observability framework across vendor-managed and internal platforms, defining SLO/SLA measurement strategies, driving MTTR reduction, leading incident response, and ensuring platform reliability at enterprise scale. This role sits as the connective tissue between observability engineering, internal development teams, and business stakeholders - pulling telemetry together,establishingmetrics, and driving the improvement process that holds system owners accountable for resilience. AI is a core part of the operating model - not an add-on. The Technical Analyst is expected to understand our technology stack and actively leverage AI and AIOps tooling to enhance, demonstrate, and fix issues - automating incident triage, correlating alerts, generating runbooks, accelerating root cause analysis, and driving self-healing remediation - so engineers don't get paged at 2am for problems AI can resolve. The role combines observabilityexpertisewith a passion for AI-assisted operations, strong analytical thinking, and the ability to translate platform telemetry and end-user experience signals into actionable business outcomes.

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.

What you'll do:

  • Integrate and align enterprise observability across vendor-managed and internal platforms - accountable for ensuring monitoring conforms to the reliability policies, SLO/SLA targets, and MTTR goals this role defines and drives (not for designing the underlying tooling)

  • Own the service dependency map and asset criticality model -identifytier-1 assets, how they fail over, how they connect, and where single points of failure live.

  • Establish end-user experience monitoring - detect when the member or provider experience breaks, not just when infrastructure telemetry alerts

  • Leverage AI and AIOps tooling for incident triage, root cause analysis, automated runbook execution, predictive anomaly detection, alert correlation, and self-healing remediation.

  • Define and track SLOs for platform reliability - availability, latency, error rates - into business-aligned targets and error budgets.

  • Build and maintain MTTR and reliability dashboards - platform health, incident trends, perfect-day streaks, vendor SLA compliance.

To be considered for this position, you must have:

  • 3+ years of experience in Site Reliability Engineering (SRE), infrastructure engineering, platform operations, DevOps, or a related technical operations role supporting enterprise systems.

  • Hands-on experience with enterprise observability and monitoring platforms, vent management, ITSM/ticketing systems, operational dashboards, and at least one scripting language such as Python, PowerShell, or Bash; experience with AI/AIOps tools, telemetry, logs, traces, alert correlation, and incident response processes is strongly preferred.

  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent combination of education and experience), plusstrong communication, analytical problem-solving, and working knowledge of ITIL fundamentals including incident, change, and problem management.

The strongest candidates for this position will also possess:

  • Experience with SRE, DevOps, cloud, or observability certifications; healthcare payer or health plan environments; Agile/Scrum delivery; and partnering with engineering teams to translate reliability work into backlog items and sprint-ready user stories.

  • Experience with AI/ML operations tooling, CI/CD pipelines, infrastructure-as-code, CMDB or service dependency mapping, log aggregation or SIEM platforms, distributed systems reliability, chaos engineering, and report/dashboard authoring or data modeling.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill,and orabilityrequired. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.
Ready to make an impact? Join a team where your skills, attitude, and ideas are valued-and whereyou'llhelp shape the future of healthcare technology.
Learn more about what makes BCBSNE such an exceptional place to work by visitingNebraskaBlue.com/Careers.
We strongly believe that diversity of experience,perspectiveand background will lead to a better workplace for our employees and a better product for our customers and members.

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.

What Blue Cross & Blue Shield Of Nebraska employees say

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