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IT Service Management – Problem Manager (Open to Remote Worker)

American Family Insurance Corporate

This is a Contract position in Lexington, KY posted December 19, 2021.

At American Family Insurance, we believe people are an organizations most valuable asset, and their ideas and experiences matter.

From our CEO to our agency force, were committed to growing a diverse and inclusive culture that empowers innovation that will inspire, protect, and restore our customers dreams in ways never imagined.

American Family Insurance is driven by our customers and employees.

Thats why we provide more than just a job we provide opportunity.

Whether youre already part of our team in search of a new challenge or new to our company and ready for whats next, youre in the right place.

Every dream is a journey that starts with a single step.

Start your journey right here.

Join our team.

Bring your dreams.

Job ID: R25057 IT Service Management
– Problem Manager (Open to Remote Worker) (Open) Compensation may vary based on the job level and your geographic work location.

Compensation Minimum:$51,200 Compensation Maximum:$93,500 Summary: We are hiring for 1 Problem Manager to join our team Problem Managers are responsible for managing problem records across the IT organization.

They will support and administer a Problem Management process for the Enterprise IT organization.

They will also facilitate Problem related review meetings.

Will communicate with Senior/Executive Management.

Will also perform Analysis around problem related data, metrics and dashboards.

Responsible for developing and executing a Service Management strategy to ensure quality software deployments and overall application health and performance.

Optimizes relationships between the development, quality assurance and IT operations teams.

Promotes communication, integration, and collaboration for enhanced software development productivity.

Develops infrastructure to incorporate latest technology best practices and improve operational performance.

Requires broad technical knowledge and experience across a variety of IT areas, including infrastructure, development, operations, and quality assurance.

Job Description: Job Level Summary Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines.

Solves complex problems.

Works independently, receives minimal guidance.

May lead projects or project steps within a broader project or may have accountability for on-going activities or objectives.

Acts as a resource for colleagues with less experience.

Primary Accountabilities Accountable for the delivery of specific end to end components inside assigned service area, ensuring that services are delivered as expected and on time to the customer.

Manage relationships across related services areas to ensure expectations and opportunities to collaborate are transparently communicated.

Accountable for stakeholder engagement/management for assigned service area to understand internal processes and identify potential hard or soft gaps between capabilities and business requirements or expectations.

Accountable for the identification and implementation of key infrastructure and automated solutions to enable development needs.

Participates in projects within assigned service area and conducts incident/problem root cause analysis Participates in the monitoring of day-to-day service delivery for assigned area and ensures that high levels of customer satisfaction are achieved.

Participates in the review and recommendation of adjustments to service level agreements and identification and definition of new service requirements.

Assists in the coordination of change management programs.

Travel Requirements This position requires travel up to 10% of the time.

Specialized Knowledge & Skills Demonstrated experience providing customer-driven solutions, support or service.

Demonstrated experience providing 2nd level/escalated IT operations support.

Basic knowledge and understanding of managed service delivery and/or outsourcing contracts.

Solid knowledge and understanding of IT infrastructure domains including data centers, network/communications, server utilization, virtual environments, storage and application development.

Solid knowledge and understanding of ITIL / service management best practices.

Analytical approach to problem-solving.

Attention to results and with a sense of urgency.

Solid knowledge and understanding of project management processes, tools, and techniques.

Additional Job Information: We are seeking individuals with the following experience: Proven Problem Management experience, in ITIL environment Familiarity other ITIL / IT Service Management capabilities and relationships between those capabilities (Incident, Change, Request, Problem) ServiceNow (or similar) experience Based on candidate qualifications, we are willing to hire at a variety of levels in the job family.

Offer to selected candidate will be made contingent on the results of applicable background checks Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions We are open to remote candidates (anywhere in the USA) LI-Remote When you work at American Family you can expect benefits that support your physical, emotional, and financial wellbeing.

You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health.

We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, and a paid-time off program.

In addition, our student loan repayment program and paid-family leave are available to support our employees and their families.

Interns and contingent workers are not eligible for American Family Enterprise benefits.

We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

Stay connected: Join Our Enterprise Talent Community LI:BP1 At American Family Insurance, we know how hard our customers and employees work to achieve their dreams.

Thats why, for over 90 years, weve made it our mission to protect those dreams.

Its all part of who we are and who well always be innovative, caring, agile, trustworthy, transparent and passionate.

Were a strong, forward-looking company and a proven leader in our industry.

And if youre looking to make a difference, were looking for you.

Join Our Enterprise Talent Community