ITSM Process Specialist
3 weeks ago
We are seeking a highly skilled and experienced ITSM Process SME with a strong focus on Problem Management and Change Management. The ideal candidate will support Change Management and coach team members on Problem Management.
Key Responsibilities:- Oversee the Business Insurance Change Management team to ensure effective and efficient change processes.
- Develop and implement change management strategies to minimize disruption and maximize benefits.
- Coach and mentor team members on Problem Management practices.
- Facilitate root cause analysis and ensure timely resolution of problems to prevent recurrence.
- Collaborate with teams on implementing and improving production engineering practices.
- Ensure alignment of engineering practices with ITSM processes.
- Act as the Subject Matter Expert (SME) for ServiceNow, providing guidance and support to the team.
- Leverage ServiceNow capabilities to enhance ITSM processes and workflows.
- Identify areas for process improvement and implement best practices to enhance efficiency and effectiveness.
- Develop and maintain process documentation to ensure consistency and compliance.
- Three years of experience as an ITSM Practitioner preferred.
- Strong expertise in ServiceNow and its various modules.
- Familiarity with Agile and DevOps practices.
- Demonstrated experience in process improvement and documentation.
- Experience working in a production engineering environment.
- Specific knowledge of purpose and benefits associated with good ITSM processes and their interaction with other processes in an organization preferred.
- Familiarity with Six Sigma, ITIL, Capability Maturity Model Integration (CMMi) and/or other process improvement frameworks, methodologies and best practices preferred.
- ITIL Service Management Foundation Certification or equivalent experience preferred.
- Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
- Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum.
- Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
- Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs.
- Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved.
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