The Travelers Companies, Inc.

ITSM Process Practitioner

Posted on Feb 23 265 views Hartford, CT

Company Summary
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.

Target Openings

Job Description Summary
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.

Primary Job Duties & Responsibilities
Incumbent may have responsibility for one or more of the following items of work but this may not encompass all this role may come across at this time.
●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. Helps conduct post-implementation change incident review analysis and process audits. May assist with metric analysis and preparation.
●Production Support: Ensures communication of incidents occurs according to agree upon Service Level Agreements (SLAs). Drive incident escalation per defined best practices. On-call responsibilities shared with teammates.
●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. Assist in the evolution of problem mgmt. Ensure not loose ends and that complete closure is obtained.
●Change Management: May assist in developing change management policy and process recommendations. Assists developing instructions and training in support of change management (not likely in PROD). Lower environment change practices requires attention and improvement. Enterprise is moving toward a transition of anew ticketing tool. Participation education from AIS will be required.
●Monitoring & Alerting: Help lead discussions with the value streams and DevOps community to assist in a "self-service" mind set. Assist peers to help get all we can from our ability to proactively monitor and alert our BSI community, including AIS.
●Release Management: May assist Release Mgmt members during monthly releases in a variety of
capacities. Confirms request for Change orders are created, approved appropriately, successful production checkout and status updates are accurate. AIS will need assistance as we look to improve HOW we capture release changes. Looking for assistance in simplifying our ability to report on a number of different facets of Release and Change Mgmt.
●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.
●Reporting & Programming: Advanced report development, review and presentation in the areas of incident, problem, monitoring &alerting, and build/deploy. Potential involvement in assisting/leading automation development and/or programming features.
●Communication: Ability to present at all levels of the organization. Experience a plus.
●DevOps: Potential to assist another portion of the over all team. New/modifybuild and deployment setup, release support, etc. Issue Mgmt and support of value streams ID and Access Mgmt Database support. ID and Access Management support (LDAP, Autosys, etc.). Provides analysis and support for batch job issues, changes and modernization efforts when needed. Improve our ability to make data changes so that we no longer impact Bond value stream productivity.
●Project Management: Helps coordinate and/or leads a project working with groups such as ICS, B&D team, various application teams and other areas to support currency initiatives, (i.e., SQL upgrades, server patching,

Minimum Qualifications
  • High school diploma or equivalent required.
  • One year of experience in Technology or IT Service Management role required.

Education, Work Experience, & Knowledge
  • One to three years of experience in an Information Technology Service Management (ITSM) or Service Desk role preferred.
  • One to three years experience of light to moderate development using some of the tools mentioned below.

Job Specific Technical Skills & Competencies
Problem Soling & Decision Making:

  • Able to recognize and analyze problems of average complexity. Independently consider cost-effective, practical solutions.

Team Orientation:

  • Strong customer partnership and communication skills. Able to communicate technical solutions in basic terminology.
  • High level familiarity of development life-cycles and release schedules.
  • 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.

Strong technical skills:
  • Working experience with MS suite of software...powerpoint, excel, word, visio etc.
  • Programming/reporting experience would be a plus.
  • High familiarity and prior experience with tools such as QlikView, Python, Go, SQL, .Net, AWS, Teraform, Splunk, Zabbix, Remedy, Sharepoint, etc.

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 have 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.