Command Center Analyst

Experience: 3 to 5 years

Location: Providence, RI (Hybrid/Onsite as required for 24/7 coverage)

Skills: Grafana, ServiceNow, Windows, Linux, TCP/IP, DNS, DHCP, ITIL Framework, production scheduling software, Networking, Virtualization, Operating Systems

Job Summary
The Command Center Analyst is responsible for the 24x7x365 monitoring of BCBSRI’s enterprise computer and application network environment. This role serves as the central hub for ensuring the "Always On" availability of critical healthcare services for members and providers. You will monitor system health, manage scheduled data workloads, and coordinate incident responses to maintain peak operational performance. For a technical role within the Blue Cross & Blue Shield of Rhode Island (BCBSRI) Command Center, the focus shifts from administrative oversight to high-availability infrastructure monitoring, cloud-based performance tracking, and technical incident response. BCBSRI has recently transitioned to a 100% cloud-based architecture using Microsoft Azure, which is a critical element of their technical operations.

Key Responsibilities
• Enterprise Monitoring: Utilize tools like Grafana, ServiceNow, to monitor the health and performance of mainframe systems, business applications, and communication lines.
• Incident & Major Incident Management: Identify, isolate, and initiate the response process for technical events. Act as the primary driver for detecting and resolving issues to minimize "mean time to detect" (MTTD).
• Performance Guarantee Oversight: Track operational performance against service level agreements (SLAs)



and account performance guarantees to ensure BCBSRI meets its commitments to external clients.
• Batch & Data Processing: Manage the successful completion of nightly batch processing and scheduled data workloads. Perform reruns due to hardware malfunctions or data errors as needed.
• Cross-Functional Coordination: Collaborate with System Administrators, Engineers, and Facilities to resolve outages and ensure enterprise security standards are met.
• Reporting & Documentation: Maintain accurate runbooks, CMDB records, and business rules. Generate operational results summaries for stakeholders and senior leadership.
• Continuous Improvement: Identify automation opportunities and recommend system enhancements to eliminate operational waste and improve workflow efficiency.

Required Skills & Qualifications
• Education: Bachelor’s degree in Computer Science, Business, or a related field (or equivalent experience, typically 5+ years).
• Technical Knowledge:
o Basic administration of Windows and Linux operating systems.
o Familiarity with network protocols (TCP/IP, DNS, DHCP) and packet capturing.
o Understanding of ITIL Framework (Incident, Change, and Problem Management).
• Soft Skills: Strong oral and written communication skills to interface with employees at all levels.
• Experience: 3–5 years in network operations, data processing, or healthcare administration.

Preferred Qualifications
• Experience with production scheduling software
• Qualified certifications in Networking, Virtualization, or Operating Systems.

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