ITSM Process Practitioner - Incident, Problem and Change Data

Travelers is a leading property casualty insurer with a commitment to customer care and innovation. They are seeking an ITSM Process Practitioner to enhance production engineering practices by supporting Incident, Problem, and Change Management while analyzing ITSM data. The role involves driving the adoption of ITSM processes and collaborating across the organization to meet corporate goals.

Responsibilities

• Ensures data quality of incident tickets through daily review and ensures tickets are updated and closed in a timely manner
• Holds support areas accountable for ticket updates
• Ensures communication of incidents occurs according to agree upon Service Level Agreements (SLAs)
• Drive incident escalation per defined best practices
• Develop and implement data observations from ITSM and associated data sources to provide actionable insights for improved experiences
• Analyzes Incidents/Problem report summaries for trends, incomplete solutions, high profile users, and business critical services
• Helps review resolved problems for permanent solutions and potential future problems
• Assists developing change management policy and process recommendations
• Assists developing instructions and training in support of change management
• Helps conduct post-implementation change incident review analysis and process audits
• Maintains records of Configurations Items and assists in the development of configuration plans
• Supports Project Managers and identifies requirements for implementation resources
• Confirms Request for Change orders are created, approved appropriately, successful production checkout and status updates are accurate
• Works with service owners to help drive process correction and participates in the creation of new processes
• Works with appropriate partners to ensure that 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
• Perform other duties as assigned

Skills

• High school diploma or equivalent required
• One year of experience in Technology or IT Service Management role required
• One to three years of experience in an Information Technology Service Management (ITSM) or Service Desk role preferred
• Proficiency in data analysis and process improvement
• Curiosity and critical thinking are a must
• Strong customer partnership and communication skills
• Able to communicate technical solutions in basic terminology
• Able to balance team and individual responsibilities
• Able to build and leverage relationships with peers across a highly matrixed complexity
• Able to set appropriate goals and prioritize tasks
• Able to complete tasks within the time allocated to accomplish results
• Able to accurately evaluate and estimate new tasks

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.
• 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.
• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved.

Company Overview

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