ITSM Process SME

Travelers-posted 13 days ago

Full-time • Mid Level

Hartford, CT

5,001-10,000 employees

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We are seeking a highly skilled ITSM Process SME with expertise in Incident, Problem, and Change Management, emphasizing data analysis. The ideal candidate will enhance production engineering practices by supporting Problem and Change Management and analyzing ITSM process data. In this role you will serve as the primary point of accountability for management and stakeholders, ensuring the adoption and integration of ITSM processes to achieve corporate goals. Independent and critical thinking are a must as you will plan and execute process activities and collaborate with many levels within the organization to meet established cost, time and quality objectives. 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 and with the expectation of taking the lead in the ITSM space.

Data Analysis : Develop and implement data observations from ITSM and associated data sources to provide actionable insights for improved experiences.
Problem Management : 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.
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. Performs technical, hand-on role in developing and designing solutions involving multiple data sources, data warehouse, presentation and reporting technologies.
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.
Capacity Managemen t: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. Helps set strategic direction for team and assigns work where applicable.
Perform other duties as assigned.

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

Three years of experience as an ITSM Practitioner preferred.
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: 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. 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.

Health Insurance : Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
Retirement: 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.
Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
Wellness Program: 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.
Volunteer Encouragement: 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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