Technology

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$94,600.00 - $156,200.00

1

We are seeking a highly skilled and experienced ITSM Process SME with a strong focus on Problem Management and Change Management. The ideal candidate will support Change Management and coach team members on Problem Management. They will work closely with various stakeholders to enhance production engineering practices. This role requires a deep understanding of ServiceNow, process improvement, and a process-oriented mindset.

Primary point of accountability to management, portfolio owners and other parties for the adoption and integration of ITSM process that supporting attainment of corporate ITSM goals. Controls planning and execution of the process activities and resources to ensure that established cost, time, and quality goals are met. Works with general supervision and is responsible for applying ITSM knowledge, skills, tools and techniques to deliverables, processes, and systems in order to meet or exceed stakeholder needs and expectations. Operates within defined parameters using Traveler's ITSM methodology in accomplishing collective goals.

What Will You Do?

• Key Responsibilities:

  Change Management Oversight:

  • Oversee the Business Insurance Change Management team to ensure effective and efficient change processes.
  • Develop and implement change management strategies to minimize disruption and maximize benefits.

  Problem Management Coaching:

  • Coach and mentor team members on Problem Management practices.
  • Facilitate root cause analysis and ensure timely resolution of problems to prevent recurrence.

  Production Engineering Practices:

  • Collaborate with teams on implementing and improving production engineering practices.
  • Ensure alignment of engineering practices with ITSM processes.
  • Engage with Software Engineering chapter for identified improvement opportunities

  ServiceNow Expertise:

  • Act as the Subject Matter Expert (SME) for ServiceNow, providing guidance and support to the team.
  • Leverage ServiceNow capabilities to enhance ITSM processes and workflows.
  • Work with enterprise ServiceNow team on practices

  Process Improvement and Mindset:

  • Identify areas for process improvement and implement best practices to enhance efficiency and effectiveness.
  • Develop and maintain process documentation to ensure consistency and compliance.
  • Leverage Artificial Intelligence (AI) as appropriate.

• Incumbent may have responsibility for one or more of the following:Incident Management:Develops MTTR (Mean Time to Resolve) and trending reporting, identifies key data and process improvements related to incidents.
• Implements action plans to eliminate future incidents and escalates to senior management as appropriate.
• Opens problems and, on a monthly basis, generates an overview of incident information to identify problems.
• Problem Management:Analyzes Incident/Problem report summaries for trends, incomplete solutions, high profile users, and business critical services. Reviews resolved problems for permanent solutions and potential future problems.
• Change Management:Develops change management policy and process recommendations. Develops instructions and training in support of change management.
• Conducts post-implementation change incident review analysis and process audits. Produces and Packages Key Performance indicators to Process and Portfolio Owners and Senior Management.
• Configuration Management:Provides mentorship to and oversight for Configuration Coordinators. Ensures Change, Release and Configuration Management policies and processes are understood and properly utilized.
• Produces and maintains the Configuration Management plan and design documentation.
• Release Management:Partners with Project Managers to create project plans for infrastructure release projects. Identifies requirements for implementation resources.
• Monitors and confirms Request for Change orders are created, approved appropriately, successful production checkout and status updates are accurate.
• Service Request Management:Works with service owners to drive process correction and create new processes.Works with appropriate partners to ensure appropriate requests are created and delivered.
• Identifies and clarifies requirements for implementation – confirms proper implementation.
• Input/submit Service Requests, Project Records, Change Controls, and Work Orders to support various internal services.
• Helps set strategic direction for team and assigns work where applicable.
• Capacity Management:Plan, monitors, supports, and reports system and solution capacity, performance measurement, and forecast for the Technology organization. Participates in forecasting future service capacity requirements.
• Service Level Management:Defines, negotiates and implements Operational Level Agreements (OLAs) for internal IT departments and Underpinning Contracts (UCs) for internal IT and external service providers. Ensures that service levels are met.
• Assists in determining availability requirements from the business. Review IT Service and component availability to identify unacceptable levels.
• Availability Management:Establishes measures and reporting of availability, reliability, and maintainability. Monitors and investigates any availability issues.
• Analytics and Reporting Management:Performs analysis, design and integration of business intelligence and reporting application throughout the life cycle with a focus on development and implementation.
• Plays technical, hand-on role in developing and designing solutions involving multiple data sources, data warehouse, presentation and reporting technologies.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• Three years of experience as an ITSM Practitioner preferred.
• Strong expertise in ServiceNow and its various modules.
• Familiarity with Agile and DevOps practices.
• Demonstrated experience in process improvement and documentation.
• Experience working in a production engineering environment.
• Specific knowledge of purpose and benefits associated with good ITSM processes and their interaction with other processes in an organization preferred.
• Familiarity with Six Sigma, ITIL, Capability Maturity Model Integration (CMMi) and/or other process improvement frameworks, methodologies and best practices preferred.
• ITIL Service Management Foundation Certification or equivalent experience preferred.
• Problem Solving and Decision Making:
• Strong analytical and problem-solving abilities.
• Demonstrates sound analytic and diagnostic skills dealing with issues that are loosely defined and/or where information is available but must be further manipulated.
• Once decisions are made, is able to follow and direct action to implement intended results.
• Breaks a problem down to manageable pieces and implements effective, timely solutions.
• Openly and directly confronts conflict until resolved.
• Team Orientation:
• Strong customer orientation with excellent oral and written communication skills.
• Ability to work collaboratively with cross-functional teams.
• Excellent coaching and mentoring skills.
• Builds relationships with peers to achieve objectives. Working to build relationships with other departments to work as one team.
• Balances team and individual responsibilities.
• Exhibits objectivity and openness to others’ views.
• Gives and welcomes feedback.
• Puts success of team above self.
• Expert ability to work in a highly matrix environment.
• Leadership:
• Supports a distinct business unit or several smaller functions.
• Responsibilities are assigned with some latitude for setting priorities and decision-making using established policies and procedures. Results are reviewed with next level manager for clarification and direction before proceeding.
• Planning and Project Management:
• Works with the project manager/manager in identifying those projects tasks that are most important, establishes clear priorities and understands the larger picture.
• Anticipates and effectively responds to changes in workload and resources.
• Financial Impact:
• Understands, has input to the budget process, and shares responsibility for cost-effective expense control of assigned projects. Is responsible for important and confidential information.

What is a Must Have?

• High school diploma or equivalent required.
• Two years of experience in Technology or IT Service Management role required.