Travelers · 3 months ago
ITSM Process SME
MN - St. Paul
Full-time
Hybrid
Entry, Mid Level
$96K/yr - $159K/yr
2+ years expTravelers is a leading property casualty insurer with a commitment to customer care and community support. They are seeking a highly skilled ITSM Process SME to enhance production engineering practices by supporting Problem and Change Management and analyzing ITSM process data. The role involves serving as the primary point of accountability for management and stakeholders, ensuring the integration of ITSM processes to meet corporate goals.
Auto InsuranceInsuranceProperty Insurance
Responsibilities
Develop and implement data observations from ITSM and associated data sources to provide actionable insights for improved experiences
Facilitate root cause analysis and ensure timely resolution of problems to prevent recurrence
Collaborate with teams on implementing and improving production engineering practices
Act as the Subject Matter Expert (SME) for ServiceNow, providing guidance and support to the team
Identify areas for process improvement and implement best practices to enhance efficiency and effectiveness
Perform analysis, design and integration of business intelligence and reporting application throughout the life cycle
Develops MTTR (Mean Time to Resolve) and trending reporting, identifies key data and process improvements related to incidents
Implements action plans to eliminate future incidents and escalates to senior management as appropriate
Opens problems and, on a monthly basis, generates an overview of incident information to identify problems
Analyzes Incident/Problem report summaries for trends, incomplete solutions, high profile users, and business critical services
Develops change management policy and process recommendations
Conducts post-implementation change incident review analysis and process audits
Provides mentorship to and oversight for Configuration Coordinators
Partners with Project Managers to create project plans for infrastructure release projects
Works with service owners to drive process correction and create new processes
Plan, monitors, supports, and reports system and solution capacity, performance measurement, and forecast for the Technology organization
Defines, negotiates and implements Operational Level Agreements (OLAs) for internal IT departments and Underpinning Contracts (UCs)
Establishes measures and reporting of availability, reliability, and maintainability
Qualification
Required
High school diploma or equivalent required
Two years of experience in Technology or IT Service Management role required
Three years of experience as an ITSM Practitioner preferred
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
Demonstrates sound analytic and diagnostic skills dealing with issues that are loosely defined and/or where information is available but must be further manipulated
Once decisions are made, is able to follow and direct action to implement intended results
Breaks a problem down to manageable pieces and implements effective, timely solutions
Openly and directly confronts conflict until resolved
Strong customer orientation with excellent oral and written communication skills
Builds relationships with peers to achieve objectives. Working to build relationships with other departments to work as one team
Balances team and individual responsibilities
Exhibits objectivity and openness to others' views
Gives and welcomes feedback
Puts success of team above self
Expert ability to work in a highly matrix environment
Supports a distinct business unit or several smaller functions
Responsibilities are assigned with some latitude for setting priorities and decision-making using established policies and procedures. Results are reviewed with next level manager for clarification and direction before proceeding
Works with the project manager/manager in identifying those projects tasks that are most important, establishes clear priorities and understands the larger picture
Anticipates and effectively responds to changes in workload and resources
Understands, has input to the budget process, and shares responsibility for cost-effective expense control of assigned projects. Is responsible for important and confidential information
Preferred
Three years of experience as an ITSM Practitioner preferred
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
Benefits
Health Insurance
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, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
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.
Company
Travelers
Travelers provides insurance coverage to protect the things that are important to you – your home, your car, your valuables and your business.
10001+ employees
H1B Sponsorship
Travelers has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (75)
2024 (47)
2023 (60)
2022 (42)
2021 (27)
2020 (20)
Funding
Current Stage
Public CompanyTotal Funding
unknown2002-03-22IPO
Leadership Team
Dan Frey
Executive Vice President and Chief Financial Officer
Beth Maerz
SVP, Customer, Strategy and Innovation
Recent News
2026-01-03
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