The Cincinnati Insurance Companies · 16 hours ago
IT - Service Management Specialist I - III (Remote)
Fairfield, OH
Full-time
Remote
Mid, Senior Level
$65K/yr - $133K/yr
6+ years exp
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Responsibilities
Define, document, oversee and support IT Service Management (ITSM) policies, processes, and tools
Contribute to requirements gathering, design, testing, and implementation activities related to the enhancement and maturity of ITSM capabilities with emphasis on knowledge management
Conduct compliance audits and analyze reports/data to identify trends and develop solutions
Document critical success factors, key performance indicators and core operational metrics
Ensure proper reporting on knowledge management to identify articles that are needed
Drive the implementation of improvement initiatives
Manage problem records to ensure proper identification, prioritization, investigation and diagnosis including both reactive and proactive problem management
Assist in the preparation of Change Advisory Board (CAB) and Technical Change Advisory Board (TCAB) meetings and participate in related activities that facilitate the efficient and prompt handling of changes
Contribute to the documentation and maintenance of process flows and process documentation
Provide input, document requirements and support the design and delivery of ITSM process training
Drive process improvement initiatives for all ITSM processes
Qualification
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Required
6 to 8+ years of work experience with ITSM processes and tools, specifically knowledge management
2+ years of work experience with the Remedy/Helix ITSM platform
excellent interpersonal, verbal and written communication skills
strong analytical and problem-solving skills
detail oriented, highly organized and able to manage multiple project tasks concurrently
ability to be flexible and able to deal with frequently changing priorities in a fast-paced environment
ability to demonstrate a proven track record with measuring process performance and using metrics to drive service improvements
strong technical acumen and leadership capabilities to partner with and influence the development and IT operations teams who build and manage the ITSM platform
experience gathering requirements
experienced and skilled user of office productivity tools, such as Word, Excel and PowerPoint
bachelor’s degree or equivalent experience
Preferred
ITIL training and/or certification, specifically ITIL v4 Foundation Certification, advanced certification (e.g. Practitioner or Intermediate level) preferred version 3 or 4
Company
The Cincinnati Insurance Companies
The Cincinnati Insurance Companies markets business, home and auto insurance products through independent insurance agencies.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Matt Lenahan
Head of Everyday Innovation
Company data provided by crunchbase
