Service Management Analyst (Remote)

Global Technology Services (GTS) is Aegon's global IT partner that provides infrastructure services, information security and global/corporate application support for Aegon's businesses around the world. From 6 locations in the US, the Netherlands, UK, and Hungary, we support 20+ country units and 24000+ employees in the world. Our support consists of a wide range of centralized global IT services such as programming, database management, project management, agile/dev/ops, and more. We continue to maximize the value from having a clear digital and data technology platform strategy that extends our ecosystem, as an approach to digitization, enhancing customer experience, and improving operational efficiency. All of these teams work closely together to provide innovative and digital solutions as well as critical technology support. This is essential for enabling Aegon's businesses around the globe to be innovative, digital and competitive, efficient, and effective, and to provide the best solutions and customer experience for our customers and shareholders. Global Technology Services (GTS) is Aegon's global IT partner that provides infrastructure services, information security and global/corporate application support for Aegon's businesses around the world. From 6 locations in the US, the Netherlands, UK, and Hungary, we support 20+ country units and 24000+ employees in the world. Our support consists of a wide range of centralized global IT services such as programming, database management, project management, agile/dev/ops, and more. We continue to maximize the value from having a clear digital and data technology platform strategy that extends our ecosystem, as an approach to digitization, enhancing customer experience, and improving operational efficiency. All of these teams work closely together to provide innovative and digital solutions as well as critical technology support. This is essential for enabling Aegon's businesses around the globe to be innovative, digital and competitive, efficient, and effective, and to provide the best solutions and customer experience for our customers and shareholders.
The Service Management Analyst is responsible for supporting the delivery of critical services for each team that comprises Production Support. Service Management practices include Problem Management; Knowledge Management, Incident Management, Change Enablement, Capacity, Availability and Performance Management and Service Introduction.
What You Will Do:

• Works with others to identify optimal solutions or root cause of issues
• Participates successfully on a project team with assistance.
• Communicates in a way that demonstrates appropriate timing, audience, content, and method
• Effectively applies fundamental concepts of function
• Performs varied work, requiring some originality
• Possesses and applies a basic level of knowledge of Enterprise process and procedure issues.
• Working knowledge of project management concepts, able to manage subsets of project tasks
• Assists in gathering, analyzing, classifying, and documenting requirements
• Seeks to understand impact of actions on others (team, GTS, other business unit customers)
• Works from established procedures with supported instructions
• Knows fundamental process management based on ITIL and business analysis skill set.
• Makes recommendations for changes to procedures
• Supports the development of testing plans to confirm processes are in alignment with operational requirements
• Understands and follows standards, policies, and procedures.
• Supports the design and develop user training and job aids

What You Will Need:

• Able to build strong interpersonal relationships with teammates, leadership, senior management, and internal and external stakeholders.
• Strong decision making and problem-solving skills.
• Accurate and precise attention to detail.
• Proficient computer skills, Microsoft Office Suite; working knowledge of software development.
• Excellent time management skills including the ability to juggle multiple priorities simultaneously.
• Comfortable working with multiple teams, in-house and remote.
• Bachelor’s degree in computer science or related degree or equivalent work experience and minimum of 0-2 years technical enterprise work experience.
• Strong verbal and written communication skills.
• Ability to stay committed to the task even during times of frequent change or information delays.

Preferred

• Working knowledge of project management methodologies
• Experience working with diverse cultures on an international level.
• Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules. It is estimated based on what a successful Colorado applicant might be paid. It assumes that the successful candidate will be in Colorado or perform the position from Colorado. Similar positions located outside of Colorado will not necessarily receive the same compensation. **
• ServiceNow experience.
• ITIL Foundation
• Experience with JIRA or a similar agile product management toolset.

Compensation:
The salary for this position generally ranges between $50,400 - $69,300 annually. This range is an estimate, based on potential employee qualifications and operational needs. The range may vary above and below the stated amounts, as permitted by Colorado Equal Pay Transparency Rule 4.1.2 and other applicable local regulations.
Bonus Eligibility:
This position is also typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at Company Discretion.
Working Conditions

• In office, work from home, or hybrid work environments
• Non-traditional work hours as needed.

What You Receive:

• Wealth Benefits; Competitive Pay, Bonus, and Benefits Package
• Health and Work/Life Balance Benefits
• A Comprehensive Wealth + Health package.

Our commitment to inclusion & diversity means that we value differences. We encourage the unique perspectives of persons and are dedicated to creating a respectful and inclusive work environment.