Aetna Lead Service Mgmt Spec in Hartford, Connecticut

Req ID: 39216BR


Office based in Hartford, CT*

Exciting opportunity to join Aetna's IT team as Lead Service Mgt Specialist supporting the IT Infrastructure team.

Through direct contact with business customers and IT organizations, provide account management support, customer support, project coordination services, service level management, and consulting services that maximize the Customer's return on investment in support of IT products.

Fundamental Components:

Customer/Account Management:

Coordinates, maintains, and enhances direct collaborative relationships with business, application development, infrastructure, project management, and core business units in support of IT production processes, procedures, and initiatives. (*)

Support of audit requirements, including internal audit plans, and testing.

Infrastructure Service Management:

Leads, manages, directs, and plans activities in a matrixed environment for multiple, high profile and/or complex infrastructure projects or assignments in support of IT and business initiatives impacting desktop, midrange, mainframe, and multi-tiered computing environments potentially having enterprise-wide impact. (*)

Proactively evaluates project activities, timelines, and issues. Builds contingency plans, negotiates agreement on recommendations, executes corrective action, monitors resolution, and escalates to management.

Communicates and negotiates effectively with project team, department and functional area management.

Service Level/Metric Management:

Collaborates with business and IT organizations in the development and maintenance of Service Level Agreements (SLAs) in support of business goals and objectives. Coordinates, facilitates, and participates in SLA acceptance with IT infrastructure, application development, project management, and business customers.

Designs, develops, analyzes and produces highly technical performance metric data for senior management in IT organizations, application development, project management, and business. Provides insightful analysis in response to management requests for ad hoc reports. Works effectively across multiple units supporting service delivery and service support functions (e.g. Problem Management, Change Management, Code Asset Management, Software Distribution, Availability Management, and Operations) to ensure accurate SLA measurement requirements and reporting. Exploits use of Six Sigma service levels as foundation for IT performance metric monitoring. (*)

Problem Management:

Works with matrixed IT partners in identifying root causes and problem caused by change trends while recommending procedural changes to reduce problems and improve quality.


5+ years experience in computer operations, with a background in mainframe, midrange, and distributed computing environments. ServiceNow experience is a plus.


The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.


Functional - Information Technology/Project management/4-6 Years

Functional - Information Technology/Release & resource management/4-6 Years


Technical - Change Management//4-6 Years/End User

Technical - Reporting Tools/Crystal Reports / Crystal Enterprise/4-6 Years/End User

Technical - ServiceNow experience is a plus


Leadership/Collaborating for Results/ADVANCED

Leadership/Driving a Culture of Compliance/FOUNDATION

Leadership/Driving Change/FOUNDATION


General Business/Ensuring Project Discipline/ADVANCED

Service/Working Across Boundaries/FOUNDATION

Technology/Leveraging Technology/FOUNDATION


Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Job Function: Information Technology