27 applicants

Company

Original Job Post

Reinsurance Group of America, Incorporated · 2 days ago

Lead ITSM Solutions Engineer

Weldon Spring, MO

Full-time

Onsite

Senior Level

$102K/yr - $151K/yr

8+ years exp

Wonder how qualified you are to the job?

Maximize your interview chances

Financial ServicesHealth Insurance

Actively Hiring

Insider Connection @Reinsurance Group of America, Incorporated

Discover valuable connections within the company who might provide insights and potential referrals, giving your job application an inside edge.

Responsibilities

Manage the end-to-end lifecycle of IT incidents and problems, from initial detection to resolution and closure.

Develop and maintain incident and problem management processes, procedures, and documentation in accordance with industry best practices (e.g., ITIL).

Conduct thorough root cause analysis (RCA) for major incidents and recurring problems to identify underlying issues and implement permanent solutions.

Participate in change management processes to assess the impact of changes on incident and problem management activities, including evaluating change requests, assessing risks, and coordinating change implementation.

Provides training and guidance to team members and users as required.

Provides regular status, operational, incident, problem, request and change reports.

Participate in an on-call rotation to provide 24/7 support for critical incidents.

Monitor and analyze incident and problem trends to proactively identify potential issues and recommend corrective actions.

Perform other duties as assigned.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

IT incident managementIT problem managementIT service management frameworksIncident management toolsServiceNowJiraChange managementProject managementBusiness analysisMicrosoft 365ITIL certificationTicketing SystemAlerting systemPagerDutySupport serviceCross-platform integrationsProblem-solvingAnalyticalCommunicationInterpersonalAdaptabilityCollaborationInfluenceGoal-settingTeamworkPrioritizationNegotiationPersuasionCustomer relationship managementIncident Management

Required

Bachelors degree or equivalent experience

Proven experience (8+ years) in IT incident and problem management roles, preferably in a fast-paced environment

Strong knowledge of IT service management frameworks, such as ITIL

Proficiency in incident management tools and technologies (e.g., ServiceNow, Jira)

Excellent analytical and problem-solving skills, with the ability to dissect complex issues and drive to resolution

Effective communication and interpersonal skills, with the ability to collaborate across teams and influence stakeholders at all levels

Advanced oral and written communication skills demonstrating ability to share and impart knowledge

Ability to quickly adapt to new methods, and work under tight deadlines

Advanced investigative, analytical and problem-solving skills

Advanced ability to set goals and handle multiple tasks, clients, and projects simultaneously; Ability to appropriately balance priorities, deadlines, and deliverables

Ability to work well within a team environment and participate in department/team projects

Advanced ability to translate business needs and problems into viable/accepted solutions

Advanced skills in customer relationship management and change management

Ability to manage multiple projects and set applicable goals

Advanced negotiating and persuasion skills

Ability to liaise with individuals across a wide variety of operational, functional, and technical disciplines

Advanced experience working with M365

ITIL certification required (v4 Foundations preferred)

Advanced Ticketing System experience (ServiceNow preferred)

Basic Alerting system experience (PagerDuty preferred)

Strong understanding of support service and cross-platform integrations

Preferred

Master's degree and/or LOMA certification

8+ years incident management experience

Insurance industry knowledge

Financial industry knowledge

ServiceNow System Administrator certification

ServiceNow Application Development certification

Benefits

Health Insurance

Retirement Benefits

Other Employee Benefits

Company

Reinsurance Group of America, Incorporated

Glassdoor

4.1

Reinsurance Group of America, Incorporated (NYSE: RGA) is a global industry leader specializing in life and health reinsurance and financial solutions that help clients effectively manage risk and optimize capital.

Founded in 1973

Chesterfield, Missouri, USA

1,001-5,000 employees