Travelers · 1 day ago
ITSM Process SME
Hartford, CT
Full-time
Onsite
Mid, Senior Level
$99K/yr - $163K/yr
2+ years expTravelers is a leading property casualty insurer with a strong commitment to innovation and collaboration. They are seeking a highly skilled ITSM Process SME to enhance production engineering practices and support Problem and Change Management while analyzing ITSM process data. The role involves managing ITSM processes and collaborating with various teams to achieve corporate goals.
Auto InsuranceInsuranceProperty Insurance
Responsibilities
Data Analysis: Develop and implement data observations from ITSM and associated data sources to provide actionable insights for improved experiences
Problem Management: Facilitate root cause analysis and ensure timely resolution of problems to prevent recurrence
Production Engineering Practices: Collaborate with teams on implementing and improving production engineering practices. Ensure alignment of engineering practices with ITSM processes. Engage with Software Engineering chapter for identified improvement opportunities
ServiceNow Expertise: 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. Work with enterprise ServiceNow team on practices
Process Improvement and Mindset: Identify areas for process improvement and implement best practices to enhance efficiency and effectiveness. Develop and maintain process documentation to ensure consistency and compliance. Leverage Artificial Intelligence (AI) as appropriate
Incumbent may have responsibility for one or more of the following:
Analytics and Reporting Management: Performs analysis, design and integration of business intelligence and reporting application throughout the life cycle with a focus on development and implementation. Performs technical, hand-on role in developing and designing solutions involving multiple data sources, data warehouse, presentation and reporting technologies
Incident Management: 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
Problem Management: Analyzes Incident/Problem report summaries for trends, incomplete solutions, high profile users, and business critical services. Reviews resolved problems for permanent solutions and potential future problems
Change Management: Develops change management policy and process recommendations. Develops instructions and training in support of change management
Conducts post-implementation change incident review analysis and process audits. Produces and Packages Key Performance indicators to Process and Portfolio Owners and Senior Management
Configuration Management: Provides mentorship to and oversight for Configuration Coordinators. Ensures Change, Release and Configuration Management policies and processes are understood and properly utilized
Produces and maintains the Configuration Management plan and design documentation
Release Management: Partners with Project Managers to create project plans for infrastructure release projects. Identifies requirements for implementation resources
Monitors and 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 drive process correction and create new processes.Works with appropriate partners to ensure appropriate 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
Capacity Management:Plan, monitors, supports, and reports system and solution capacity, performance measurement, and forecast for the Technology organization. Participates in forecasting future service capacity requirements
Service Level Management:Defines, negotiates and implements Operational Level Agreements (OLAs) for internal IT departments and Underpinning Contracts (UCs) for internal IT and external service providers. Ensures that service levels are met
Assists in determining availability requirements from the business. Review IT Service and component availability to identify unacceptable levels
Availability Management:Establishes measures and reporting of availability, reliability, and maintainability. Monitors and investigates any availability issues
Helps set strategic direction for team and assigns work where applicable
Perform other duties as assigned
Qualification
Required
High school diploma or equivalent required
Two years of experience in Technology or IT Service Management role required
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: 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, 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, Chief Financial Officer
Beth Maerz
SVP, Customer, Strategy and Innovation
Recent News
2026-01-03
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2025-11-26
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