ITSM Process Practitioner

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 160 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

$63,000.00 - $103,900.00

Target Openings

1

What Is the Opportunity?

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.
• 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.
• Use monitoring & alerting tools to proactively assist with potential BSI application related issues.
• 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 preferred.
• Problem Soling & Decision Making:
• Able to recognize and analyze problems of average complexity. Independently consider cost-effective, practical solutions.
• Team Orientation:
• Proven strong customer partnership and communication skills. Able to communicate technical solutions in basic terminology.
• Able to balance team and individual responsibilities – puts success of team above self.
• Able to build and leverage relationships with peers across a highly matrixed complexity.
• Planning & Project Management:
• Able to set appropriate goals and prioritize tasks. Able to complete tasks within the time allocated to accomplish results.
• Able to accurately evaluate and estimate new tasks.
• Experience with monitoring & alerting tools, ie...Splunk, Dynatrace, Datadog, ElastaSearch, etc.
• Strong analytical acumen with experience in tools like MS Excel, Access, qlicview, grafana etc.

What is a Must Have?

• High school diploma or equivalent required.
• One year of experience in Technology or IT Service Management role required.
• Experience with monitoring & alerting tools, ie...Splunk, Dynatrace, Datadog, ElastaSearch, etc.
• Proven focus on customer service and communication skills.

What Is in It for You?

• 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. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
• 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 and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services, life coaching and other resources to support your daily life needs. Through Life Balance, you’re eligible for five free counseling sessions with a licensed therapist.
• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

Employment Practices

Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.

To learn more about our comprehensive benefit programs please visit http://careers.travelers.com/life-at-travelers/benefits/.