ITSM Process Practitioner - Incident, Problem and Change Data

The Travelers Companies•Tower, MN

40d

About The Position

We are seeking an ITSM Process Practitioner with experience in Data Analytics, Incident, Problem, and Change Management. The ideal candidate will enhance production engineering practices by supporting Problem and Change Management and analyzing ITSM data. In this role you will drive the adoption and integration of ITSM processes to achieve corporate goals. Curiosity and critical thinking are a must as you collaborate across the organization to meet established cost, time and quality objectives. Comfortable adapting to evolving change and during demanding situations. Apply ITSM knowledge, skills, tools and techniques to all deliverables, process and systems to meet or exceed stakeholder expectations. High impacting Incident management, root cause analysis and driving other groups to find root causes as well as being part of the change management processes. Proficiency in data analysis and process improvement. This role operates with general oversight. Manages tasks associated with daily execution of an Information Technology Service Management (ITSM) process. Controls planning and execution of the process tasks, activities and resources to assure established cost, time, and quality goals are met. Responsible for properly applying general ITSM knowledge, skills, tools and techniques to deliverables, processes and systems that meet or exceed stakeholder needs and expectations. Operates within defined parameters using Traveler's ITSM methodology in accomplishing goals.

Requirements

High school diploma or equivalent required.
One year of experience in Technology or IT Service Management role required.

Nice To Haves

One to three years of experience in an Information Technology Service Management (ITSM) or Service Desk role perferred.
Able to recognize and analyze problems of average complexity. Independently consider cost-effective, practical solutions.
Strong customer partnership and communication skills. Able to communicate technical solutions in basic terminology.
Able to balance team and individual responsibilities - puts success of team above self.
Able to build and leverage relationships with peers across a highly matrixed complexity.
Able to set appropriate goals and prioritize tasks. Able to complete tasks within the time allocated to accomplish results.
Able to accurately evaluate and estimate new tasks.

Responsibilities

Ensures data quality of incident tickets through daily review and ensures tickets are updated and closed in a timely manner. Holds support areas accountable for ticket updates.
Ensures communication of incidents occurs according to agree upon Service Level Agreements (SLAs).
Drive incident escalation per defined best practices.
Develop and implement data observations from ITSM and associated data sources to provide actionable insights for improved experiences
Analyzes Incidents/Problem report summaries for trends, incomplete solutions, high profile users, and business critical services. Helps review resolved problems for permanent solutions and potential future problems.
Assists developing change management policy and process recommendations. Assists developing instructions and training in support of change management.
Helps conduct post-implementation change incident review analysis and process audits.
Maintains records of Configurations Items and assists in the development of configuration plans.
Supports Project Managers and identifies requirements for implementation resources.
Confirms Request for Change orders are created, approved appropriately, successful production checkout and status updates are accurate.
Works with service owners to help drive process correction and participates in the creation of new processes. Works with appropriate partners to ensure that 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.
Perform other duties as assigned.

Benefits

Employees and their eligible family members - including spouses, domestic partners, and children - are eligible for coverage from the first day of employment.
Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

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