Job Description
Who Are We? Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 170 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it. Compensation Overview The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards. Salary Range $73,900.00 - $122,000.00 Target Openings 1 What Is the Opportunity? 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. What Will You Do? Incumbent may have responsibility for one or more of the following: Incident Management: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. Data Analysis: Develop and implement data observations from ITSM and associated data sources to provide actionable insights for improved experiences Problem Management: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. Change Management: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. Configuration Management:Maintains records of Configurations Items and assists in the development of configuration plans. Release Management: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. Service Request Management: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. What Will Our Ideal Candidate Have? One to three years of experience in an Information Technology Service Management (ITSM) or Service Desk role perferred. Problem Solving & Decision Making: