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IT Client Advocate

Occupational fields: 
Employment type: 
Full time
Remote Position: 
Required degree level: 


IT Client Advocate (IT CA) is the primary liaison between IT End User Technology Services and BCBSA end users. The IT CA's goal is to translate end user requirements and feedback into effective IT solutions and facilitate the successful deployment of these solutions. The IT CA owns client relationships and serves as a single point of focus for end user technology solutions across multiple functions, departments, and business lines. The IT CA regularly evaluates existing end user technologies and evaluates modernization and cost effectiveness of these platforms.


Responsibilities include but are not limited to:

• Lead End User Services strategic and operational planning to achieve business goals• Prioritize End User Services initiatives and coordinating the assessment, deployment and management of current and future systems.• Own the conduit role between End User Services and the business 5%• Represent End User Service in Change Management Advisory Board meetings to ensure that IT changes are properly communicated with client for impact to end user experience• Leverage and optimize both new and existing hardware /software to support the workplace, with a focus on collaboration, automation, and efficiencies across business units.• Direct continuous improvements of systems and procedures for End User Services• Anticipate how business strategy or policy changes will impact systems and processes.• Identify opportunities for appropriate and cost-effective investment in IT systems and resources, including staffing, sourcing, and procurement• Participate in the development of IT End User Services budget.• Collaborate with the develop of business case justifications and cost/benefit analysis for End User Services spending and initiatives.• Evaluate and qualify End User Services technology solutions / platforms. • Coordinate and facilitate consultation with senior level stakeholders to define technology roadmap and systems requirements.• Stay abreast of leading-edge digital business solutions. Assess and review how those solutions could be deployed to support strategic goals. Advise and educate executive management on their competitive or financial impact.• Participate in client programs and audits as required for optimal utilization, effectiveness, and success.


Required Basic Qualifications:

  • Bachelor's Degree in Information Systems, Computer Science, Engineering, Business or technical discipline.
  • 4 years Experience leading client engagement and collaborating with IT function including experience in strategic planning and execution.

Preferred Basic Qualifications:

  • 4 years Experience facilitating the development and implementation of business initiatives and projects.
  • 4 Years Experience in strategic IT planning, organization, and development.
  • 4 Years Experience with cloud hosted technologies (AWS or Azure).
  • 4 Years Versatility, advanced knowledge and experience of hhardware/software, networking concepts, office automation, collaboration tools, cloud technologies, telephony, audio/video, and virtual meeting platforms.
  • Professional educational certificates such as Certified Business Relationship Manager (CBRM), Project Management Professional (PMP), technical certifications or equivalent experience.
  • Working knowledge of project management methodologies and systems.
  • Identify, develop, and maintain rapport as a strategic partner, vertically within the business unit, as well as with leadership, functional teams and/or department representatives or champions
  • Collaborate with Support teams to identify End User Service trends, major risk or opportunities forservice improvement
  • Facilitate Quarterly meetings with individual department representatives
  • Present End User Service Status
  • Share Service Improvement Plans, Project Initiatives, Action Item Updates
  • Absorb feedback -What is working well, what is area for improvement, other End User Technology needs we can provide
  • Exceptional ability to lead change using positive and collaborative methods
  • Measure progress of Service Improvement Efforts and other Service Metric Impact
  • Ability to influence expectations with business partners and effectively leverage governance for a positive business partner experience
  • Understand and integrate business strategies and trends in technology to deliver value
  • Ability to identify gaps and areas that need improvement
  • Ability to effectively communicate with both technical and non-technical individuals
  • Strong client service focus exhibiting proactivity and follow through on commitments
  • Excellent organizational, interpersonal, communication and presentation skills.
  • Operating Systems: Microsoft Windows 10, Mac 10.x, Android, iOS, Windows Mobile knowledge
  • Servers: Microsoft Exchange, Microsoft SharePoint Portal
  • Microsoft Office 2016 / 2019 and Office 365, Microsoft Project, Microsoft PowerPoint, MicrosoftWord/Excel, ServiceNow

Equal Opportunity Employer

Blue Cross Blue Shield Association is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, disability, veteran status, genetic information or any other legally protected characteristics.

Make an impact on healthcare in America. A career with Blue Cross Blue Shield Association allows you to be part of the foundation that supports the 35 Blue Cross and Blue Shield companies nationwide, while protecting and strengthening the Blue Cross Blue Shield brand. Our work is helping provide greater access to cost-effective healthcare, improve the health of America and build stronger communities. With a commitment to diversity, equity and inclusion, we celebrate different cultures, languages, backgrounds and experiences while striving to advance health equity, and we want you to join Team BCBSA.

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