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 : 7 / 29 / 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 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.