Sr IT Service Management and Compliance Analyst

Transamerica•Cedar Rapids, IA

9d•$93,000 - $120,000•Hybrid

About The Position

Follow Major Incident and Problem Management processes to drive high priority incident resolution efforts, root cause analyses, and problem remediation to implement a permanent fix in the production environment. Provide guidance to various technical teams during high priority ongoing incidents and the problem management phases of the service management lifecycle, leveraging best practices according to the ITIL framework.

Requirements

Bachelor’s degree in information technology, computer science or related discipline, or equivalent experience
Five years of technology and related management experience, including IT Service Management experience
Three years of incident/problem management experience
Experience working with cross-functional teams and staff of all levels including managed service providers
Familiarity with System Development Lifecycle Methodology (SDLC)
Experience developing and providing SLAs & KPI’s
Flexibility and willingness to support a 24x7 global operation via off-hours support, on-call availability, or other as needed per rhythm and needs of the business
Strong problem-solving skills and process oriented thinking
Ability to prioritize and multi-task in a dynamic changing agile environment with tight deadlines
Relationship building skills to work across a diverse global organization, coordinate cross-function teams towards completion, and facilitate consensus across key IT personnel

Nice To Haves

ITIL v3/4 certification, or formal training in ITIL/ITSM
Financial Services/Insurance industry background

Responsibilities

Act as a major incident manager during critical incidents, crises, and other broadly impacting events.
Manage incident bridge calls, facilitate incident chats with close to real time information, draft and send timely communications, escalate to senior management and drive work-streams to mitigate an incident.
Facilitate industry-standard Root Cause Analysis (RCA) exercises as a result of critical incidents and initiating the Problem Management cycle.
Collaborate with architecture, DevOps, and Infrastructure teams to identify the root cause for recurring incidents and create action plans for resolution.
Interact directly with IT leaders, managers and key stakeholders to proactively communicate status on active major incidents or problem investigations.
Record, coordinate, and report on progress of problem tasks from post incident reviews, and RCA’s .
Develop and enrich restoration procedures to mitigate future outages and business disruptions.
Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.
Work towards continuous service improvement.
Establish metrics and reporting with contributions from ITSM process owners.
Define critical success factors and key performance indicators (KPI) for the processes.
Track and analyze trends and generate statistical reports.
Perform trend analysis to anticipate potential problems for proactive resolution.
Write timely and accurate executive style technical communications.
Provide detailed notes of highly visible production issues on a timely basis to senior management.
Send executive communications to a global audience to provide accurate details of incidents and impact to the business.

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
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