Lead IT Service Management and Compliance Analyst

Transamerica•Cedar Rapids, IA

1d•$114,000 - $145,000•Hybrid

About The Position

Participate in the execution of IT Service Management processes and functions. Implement services, establish standards and processes, deliver configuration management database (CMDB), and report on service metrics. Responsible for managing and executing an assigned program/project. Proficient in handling the change management process and service management activities.

Requirements

Bachelor’s degree in information technology, computer science or related discipline, or equivalent experience
Six years of technology and related management experience, including IT service management experience
Five years of experience working with cross-functional teams and staff of all levels including managed service providers
ITIL v3 certification, or formal training in ITIL/ITSM plus equivalent work experience
Experience overseeing and executing in ITIL operations processes including, but not limited to incident management, problem management, and change management
Customer service skills with excellent written and oral communication skills
Advanced problem-solving skills
Interpersonal and relationship management skills to work with all levels of management
Ability to prioritize and multi-task
Familiarity and practical application of advanced principles of ITIL/ITSM
Track record developing and providing SLAs and service desk deliverables
Provide mentorship and technical support to team
Ability to work in a dynamic changing agile environment with tight deadlines
Ability to enact change across an organization in the absence of a direct reporting relationship

Nice To Haves

Experience and understanding of the financial services or insurance industry, including the applicable business and technology processes and supporting technology architectures
Master’s degree in information technology, business administration or related field
Experience executing change management programs
Experience with service management across different locations and a multi-sourced environment
Ability to coordinate cross-functional teams towards task completion and facilitate consensus across key IT personnel
Knowledge of business and technology trends for service management
Knowledge on SLA agreements and working experience with multiple vendors.

Responsibilities

Operational Management: Demonstrate an advanced understanding of service management frameworks (ITIL); working knowledge of integrated service management tool(s) such as ServiceNow.
Develop and integrate issue and request handling as well as escalation policies and procedures to operating practices.
Analyze incident trends and anticipate potential problems for proactive resolution.
Manage exceptions to the process; look for opportunities to remediate and prevent recurrence of the exception.
Partner with the GTS team to enable processes via leading industry technologies (e.g. Remedy, Service Now).
Develop and communicate tactical and strategic resolutions to issues and operating procedures
Partner and initiate plans with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.
Educate, enable and promote Service Management awareness of and access to Service Management processes.
Manage the service lifecycle of new and existing Service Management processes, including new process design, introduction, amendment and retirement.
In-depth experience and understanding of Information Systems (IS) Incident and Problem Management principles and process lifecycle
Strong documentation skills, particularly in writing enterprise level guidelines, Standard Operating Procedures (SOPs) and other procedures
Manage the implementation and maintenance of disaster recovery plans and activities in assigned areas.
Maintain current contact information for all employees in applicable areas and communicates with non-recovery employees during a disaster.
Remain up to date with technical and industry developments.
Motivate and lead a team while ensuring alignment with the company’s values and One Transamerica culture.
Metrics & Reporting: Meet Key Performance Indicators/metrics for IT Service Management.
Ensure project commitments are met or exceeded.
Track process performance across IT and communicate outcomes to the senior management, IT, and business leadership.
Track and analyze trends in service requests and generate statistical reports.
Manage service providers in a 24x7 support model, ensuring escalation processes support best practice incident management.
Guide the development of new or changed Service Management processes
Identify opportunities for process improvement including the development and implementation of best practices and continuous improvement initiatives for business unit
Manage change management processes effectively.

Benefits

Competitive Pay
Bonus for Eligible Employees
Benefits Package
Pension Plan
401k Match
Employee Stock Purchase Plan
Tuition Reimbursement
Disability Insurance
Medical Insurance
Dental Insurance
Vision Insurance
Employee Discounts
Career Training & Development Opportunities
Health and Work/Life Balance Benefits
Paid Time Off starting at 160 hours annually for employees in their first year of service.
Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
Adoption Assistance
Employee Assistance Program
Back-Up Care Program
PTO for Volunteer Hours
Employee Matching Gifts Program
Employee Resource Groups
Inclusion and Diversity Programs
Employee Recognition Program
Referral Bonus Programs