Lead IT Service Management and Compliance Analyst

IT Service Management Professional

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.

Responsibilities

• 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.

Qualifications

• 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

Preferred Qualifications

• 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.

Working Conditions

• Hybrid - Office Environment (Tuesdays, Wednesdays, Thursdays)
• Moderate Travel 10 to 25%

Compensation

The Salary for this position generally ranges between $114,000 - $145,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company's discretion.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

This is a hybrid position requiring three days in office per week in one of our hub locations (list locations that are applicable). Relocation assistance will not be provided for this position.

What We Offer

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.

Compensation 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

Inclusion & Diversity

We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We're thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women.

To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit