Sr. ITSM Analyst
$75000 - $90000 / year
Vertafore is a leading technology company whose innovative software solutions are advancing the insurance industry. Our suite of products provides solutions to our customers that help them better manage their business, boost their productivity and efficiencies, and lower costs while strengthening relationships.
Our mission is to move InsurTech forward by putting people at the heart of the industry. We are leading the way with product innovation, technology partnerships, and focusing on customer success.
Our fast-paced and collaborative environment inspires us to create, think, and challenge each other in ways that make our solutions and our teams better.
We are headquartered in Denver, Colorado, with offices across the U.S., Canada, and India
Application deadline: 6/1/2024
JOB DESCRIPTION
Vertafore is looking for an Sr. ITSM Analyst to join our SaaS Operations organization. The Sr. ITSM Analyst will play a crucial role in ensuring the efficient and effective delivery of IT services within our organization. You will collaborate with cross-functional teams, analyze processes, and lead continuous improvement efforts. If you are enthusiastic about optimizing IT service management and have strong analytical skills, this role might be a great fit for you.
The role will focus on technology and SaaS products, change, problem, incident, and knowledge management. We are looking for someone to champion the change management process, related policy and procedures documentation, metrics, reports, and lead the CAB (Change Advisory Board). This person would support day-to-day activities of problem and major incident management, including reporting and compliance.
Core Requirements and Responsibilities:
Essential job functions may include but are not limited to the following:
Drive all aspects of our Global IT Change Management process and host the weekly Change Approval Board meetings
Facilitate discussions and provide guidance during the change approval meetings to ensure a thorough review of change requests
Champion continuous improvements of governance for Change Management, Incident Management, and Problem Management based on best practices from the ITIL Framework.
Provide guidance and leadership for P1/P2 incident management as and when needed, and conduct the problem management processes
Be a dependable partner in extraordinary situations such as Major Incidents. You can guide our teams through Major Incidents and Problem Management
Continuously review and improve major incident recovery processes and procedures
Facilitate root cause analysis of issues with recommendations / follow up on resolution and improved process
Create, update, or maintain problem and problem task details in ServiceNow
Author and provide support to customer facing RCA documentation when needed
Document and regularly update procedural documents and more to ensure the documents are current and meet the enterprise requirements
Define and create periodic KPI reports using ServiceNow for ease of monitoring ITSM trends
Maintain process and checklist to support TSO readiness of service transitions to production
Fulfill compliance inquiries for SOC and SOX audit response as needed
Use ServiceNow to conduct regular change, problem, and incident audits to ensure compliance with defined processes
Educate teams and leaders on internal controls for problem, change, and incident, documentation needs and more
Identify and implement automation of common actions or tasks
Monitor and report on product uptime statistics, using data captured in ServiceNow
Adhere to and promote Service Level Agreements internally and externally
Guide ITSM to align with industry best practices (such as ITIL) and organizational goals
Advocate the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB, and other IT Service Management processes
Operate under ITSM to support departmental controls, policies, and procedures
Participate in assigned projects and tasks
Knowledge, Skills, and Abilities:
Minimum of five years direct experience in ITSM space that includes Change, Problem, Knowledge, and Incident Management experience.
Strong knowledge of ITIL v3 or above, ServiceNow, or other ITSM related certifications
Exceptional data analysis and graphical data representation skills to prepare insightful reports
Robust communication skills (oral, written & presentation) and the ability to follow direction both on-site and remote with attention to detail in assigned tasks
Great people skills, and the ability to work with others from diverse backgrounds and skillsets
Microsoft skills including Word, Excel, PowerPoint, and Windows is required
Established ServiceNow experience preferred
Strong organizational and planning skills, ability to work independently to deliver consistent results
Excellent analytical and problem-solving skills with strong attention to detail
Proven ability to handle multiple priorities in a demanding environment
Qualifications:
Minimum of five years of experience in Change Management, Problem management, Knowledge Management, and Incident Management, following ITIL practices
Minimum ITIL v3 Certification
Additional Requirements and Details:
The occasional need to work a flexible schedule to support initiatives or emergencies
A team player with collaborative and customer centric work ethics
A reliable internet connection and workspace
Frequent repetitive hand and arm movements required to operate a computer
Specific vision abilities required by this job include close vision (working on a computer, etc.)
Frequent sitting and/or standing
#LI-Hybrid
The Vertafore Way
Insurance is about relationships, and technology should make those relationships stronger. That's why, at Vertafore, it's our mission to transform the way the industry operates by putting people at the heart of insurance technology. By focusing on our customers, becoming better every day, and delivering results you can see, we provide the level of trust and security that insurance is all about.
· Bias to Action: We're united by an innate drive to take action and make a difference in the technology and insurance spaces.
· Win Together: We work together as one team, showing empathy and respect along the way.
· Show Up Curious: We work to challenge one another to push boundaries and think beyond the box.
· Say It, Do It: We honor every one of our commitments because integrity is important to us.
· Customer Success is Our Success: We cultivate authentic relationships and follow up by actively listening to their needs.
· We Love Insurance: We appreciate the impact insurance has on the world.
Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!
Vertafore is a drug free workplace and conducts preemployment drug and background screenings.
The selected candidate must be legally authorized to work in the United States.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities, duties, skill, or working conditions. In addition, this document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.
We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.
Vertafore is a Flexible First working environment which allows team members to work from home as often as you’d like, while using our offices as a place for collaboration, community, and teambuilding. There are times you may be asked to come into an office and/or travel for specific meetings for a specific business purpose and this varies by job responsibilities.
