IT - Service Management Analyst I - III (Remote)
Make a difference with a career in insurance
At The Cincinnati Insurance Companies, we put people first and apply the Golden Rule to our daily operations. To put this into action, we're looking for extraordinary people to join our talented team. Our service-oriented, ethical, knowledgeable, caring associates are the heart of our vision to be the best company serving independent agents. We help protect families and businesses as they work to prevent or recover from a loss. Share your talents to help us reach for continued success as we bring value to the communities we serve and demonstrate that Actions Speak Louder in Person®.
If you're ready to build productive relationships, collaborate within a diverse team, embrace challenges and develop your skills, then Cincinnati may be the place for you. We offer career opportunities where you can contribute and grow.
Build your future with us
Our IT Service Management department is currently seeking a talented, process-driven Service Management Analyst I-III responsible for the implementation, compliance and reporting of service management processes (e.g. change, incident, release, and problem management, etc.) for assigned service areas and projects.
Starting pay: The pay range for this position is $45,000 - $85,000 annually, depending on knowledge and skills.
Be ready to:
• act as the liaison between the Service Management Office (SMO) and assigned service area(s)
• create/provide various reports, including but not limited to status reports for current assigned work efforts; reports associated with CRQs (e.g. success rate, emergency/expedited, etc.); and weekly release and problem reports
• attend status meetings and present status of current work efforts to team
• organize information associated with Change Request (CRQ) compliance and create/update CRQ though closing of CRQ
• partner with service area manager(s) to verify essential software libraries and critical datasets are appropriately configured in the logging solution (e.g., Tripwire)
• prepare for and provide information in weekly Change Advisory Board (CAB) and Technical Change Advisory Board (TCAB) meetings
• assist in the development of metrics used to track and measure value of technology process solutions and improvements
• assign work orders/defect to proper release based on release schedule and work order target dates
• track system defects/enhancements and update release assignment based on changes/delays
• assist in creation of deployment/installation instructions and act as liaison between service team and RTS
• create/document problem cases for service areas
• track problem cases for service team and provide reports to service manager (e.g. status, target dates, etc.)
• assist in identifying priority of problem cases (e.g. identify number of incidents associated with problem case, etc.)
• post outage, documents cause, monitoring and prevention opportunities for the impacted service
• track incident management service level agreements associated with service team/individual team members and report results
Be equipped with:
• knowledge and understanding of ITSM processes and the Remedy/Helix ITSM platform
• understanding of and the ability to correctly follow the assigned service area and IT procedures, processes, and standards
• strong analytical, problem-solving and decision-making skills
• excellent written and verbal communication skills
• solid analysis and reporting skills
• detail oriented, highly organized, and able to manage multiple tasks concurrently
• ability to meet deadlines and deliver quality work in a fast-paced environment
• self-directed and highly productive
• ability to work as part of a team as well as individually
• an enthusiasm for learning and applying knowledge
• proficient with Microsoft® Word, Excel, Visio, PowerPoint, and Windows OS Bring education or experience from:
• an associate degree or equivalent experience Preferred skills:
• ITIL training and/or certification Enhance your talents
Providing outstanding service and developing strong relationships with our independent agents are hallmarks of our company. Whether you have experience from another carrier or you're new to the insurance industry, we promote a lifelong learning approach. Cincinnati provides you with the tools and training to be successful and to become a trusted, respected insurance professional - all while enjoying a meaningful career.
Enjoy benefits and amenities
Your commitment to providing strong service, sharing best practices, and creating solutions that impact lives is appreciated. To increase the well-being and satisfaction of our associates, we offer a variety of benefits and amenities. Learn more about our benefits and amenities packages.
Many departments at our Headquarters in Fairfield, Ohio, offer hybrid work options, empowering associates to work from home several days a week. Depending on your role and responsibilities, hybrid options may be available.
Embrace a diverse team
As a relationship-based organization, we welcome and value a diverse workforce. We provide equal employment opportunity to all qualified persons without regard to race; creed; color; sex, including sexual orientation, gender identity and transgender status; religion; national origin; age; disability; military service; veteran status; pregnancy; AIDS/HIV or genetic information; or any other basis prohibited by law. Learn More.
