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Process Engineer Advisor in Atlanta, GA at Anthem, Inc.

Date Posted: 2/12/2018

Job Snapshot

  • Employee Type:
  • Location:
    Atlanta, GA
  • Job Type:
  • Experience:
    At least 7 year(s)
  • Date Posted:

Job Description

Your Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care.
This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health benefits companies and a Fortune Top 50 Company.



Problem Manager (Process Engineer Advisor)  Job Description:
Primary Skills: - Incident Management, Problem Management, ITIL Foundation, CCNA
Secondary Skills: - Excel Knowledge, Analytical skill & Communication
Role Purpose:-
As a Problem Manager
  • Single point of contact for one or more problems
  • Responsible for Ownership and Coordination of actions of those problems
  • To analyze root cause, identify Known Error and coordinating actions to fix the error.
  • To review the Problem Trends and Planning and Driving Improvement Plan
  • To be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit
Key Accountabilities:-
  • Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
  • Prevents the replication of Problems across multiple systems
  • Reviews the efficiency and effectiveness of the Problem control process
  • Monitors the effectiveness of error control and makes recommendations for improvements
  • Maintains inventory of problems under analysis and their current progress and status
  • Follows up issues and progress with problem owners where necessary
  • Updating KEDB
  • Produces Problem Management reports and management information
  • Coordinates meetings to resolve problems
  • Prevents  recurrence of issues by identifying root cause and implementing fix
  • work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party
  • Drive all problems towards root cause identification and permanent fix
  • Need to have innovative approach as problems are unique and need to use different RCA techniques
  • Good Interpersonal skills and  organizational skills required
Behavioral/ Personality Specifications required:-
  • Communication skills
  • Presentation skills
  • Self-driven
  • Go Getter
  • Show Can – do – attitude

Job Requirements

Desired Profile:-
  • Minimum 3 years Incident & Problem Management experience
  • ServiceNow Experience
  • Analytical skills
  • Good Network understanding with CCNA certification
  • Good ITIL understanding
  • Good International Customer handling skills
  • Good Interpersonal skills
  • Good organizational skills
Desired:- Work experience in overall ITIL framework
Education/ Technical/ Functional Qualifications and/or Professional Certifications:-
Essential: -
  • Requires a BA/BS degree in computer or information science discipline and 7 years’ experience authoring and analyzing technology processes; 3 years’ experience with IT Service Management Problem Management and/or Incident Management; or any combination of education and experience, which would provide an equivalent background. 
  • Experience with process/maturity models in the applicable domain (ITIL, CMMI, Six Sigma,) required. 
  • ITIL V3 Foundations certification preferred.  Experience with ITIL Framework, and organizational Problem Management concepts required. 
  • Strong organizational, problem solving and teamwork skills required.  Aptitude for detail-oriented work and the ability to work in a virtual team environment required. 
  • Knowledge of ServiceNow.
Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and is a 2016 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company and apply, please visit us at EOE. M/F/Disability/Veteran.