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Specialist It Service Management And Compliance - Application Support (Remote)

Company

Transamerica

Address , Remote
Employment type FULL_TIME
Salary $120,000 - $160,000 a year
Expires 2023-06-08
Posted at 1 year ago
Job Description
Job Family
IT Operations
Who We Are

Transamerica has been helping people feel better about the future for more than 100 years. We provide investment, retirement, and life insurance solutions to more than 11 million customers throughout the U.S. But the way we see it, our responsibility goes beyond our clients’ accounts. We’re in the business of helping people live well and empowering them to create a better tomorrow through the financial and health-related habits they form today. We help people prepare by providing solutions that consider the whole picture.
What We Do
Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, Employee Benefits, and Financial Assets), which are supported by Transamerica Corporate (Corporate Development; Finance; Internal Audit; Legislative, Regulatory & Policy; Office of the CEO; People, Places & Brand; Risk; and Technology).
Summary
Responsible for the execution of Level 3 IT application production support processes and functions. Providing leadership to a group supporting roughly 250 applications in the Finance and Corporate business functions. Establish standards and processes around support while creating a culture of continuous improvement leverage data to make surgical improvements in the Finance and Corporate technology ecosystems aimed at stabilizing and securing the technical environment.
Responsibilities
Strategy & Planning:
  • Stakeholder in the change agenda providing input around long term sustainability and impacts to support
  • Implement a stabilization roadmap for the technology ecosystem
  • Define guidelines for L3 support manage exceptions and ambiguity
  • Create and enhance the documentation and knowledge base of the application landscape eliminating key person risk and enabling more efficient support of the applications
  • Establish continuous improvement culture on the team
Operational Management:
  • Understand escalation protocols and make decisions on when to execute
  • Provide engineering expertise to troubleshoot, modify and engineer solutions for complex defects that need analysis and solutioning
  • Motivate and lead a team while ensuring alignment with the company’s values and One Transamerica culture.
  • Remain up to date with technical and industry developments
  • Manage production incidents escalated from L2 and break fix backlog ensuring each item is given proper priority and attention
  • Monitor incident trends and anticipate potential problems for proactive resolution.
  • Partner with IT Leaders, internal subject matter experts and other influencers on developing a go-forward strategy on Production Support
  • Develop and enforce issue and request handling as well as escalation policies and procedures.
  • Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.
  • Complete root cause analysis on each significant incident with remediation plan to eliminate future recurrences
  • Facilitate cross-team collaboration to drive resolution of complex issues with support from other IT groups as required
  • Validate application outputs (data and reporting), performing quality assurance and analysis, often compensating for manual support of business processes
  • Manage service providers in a 24x7 support model, ensuring escalation processes support best practice incident management.
  • Perform server upgrades, migrations and minor vendor package upgrades that do not require extensive code changes
  • Manage the implementation and maintenance of disaster recovery plans and activities in assigned areas. Maintain current contact information for all employees in applicable areas and communicates with non-recovery employees during a disaster.
  • Manage and perform all required compliance and vulnerability management activities
Metrics & Reporting:
  • Monitor SLA’s and KPI’s
  • Analyze report and dashboard output to identify and drive change
  • Track and analyze trends in service requests and generate statistical reports
  • Develop and monitor key reports, metrics and dashboards
Qualifications
  • Strong understanding of service management frameworks (ITIL); working knowledge of integrated service management tool(s) such as ServiceNow.
  • Solid documentation skills, particularly in writing enterprise level guidelines, Standard Operating Procedures (SOPs) and other procedures
  • Interpersonal and relationship management skills
  • Familiarity and practical application of advanced principles of ITIL/ITSM
  • Seven years of experience working with cross-functional teams and staff of all levels including managed service providers
  • Ability to prioritize and multi-task
  • ITIL v3 certification, or formal training in ITIL/ITSM plus equivalent work experience
  • Experience overseeing and executing in ITIL operations processes including incident management and problem management,
  • Bachelor’s degree in information technology, computer science or related discipline, or equivalent experience
  • Experience and understanding of Information Systems (IS) Incident and Problem Management principles and process lifecycle
  • Ability to enact change across an organization in the absence of a direct reporting relationship.
  • Problem solving skills
  • Demonstrated progressive experience leading a team with vision, initiative and a continuous improvement mindset
  • Ability to work in a dynamic changing agile environment with tight deadlines
  • Customer service skills with excellent written and oral communication skills
  • Track record developing and providing SLAs and service desk deliverables
  • Seven years of technology management, including IT service management or production support experience
  • Exhibit ownership for team responsibility and deliverables
Preferred Qualifications
  • Experience with service management across different locations and a multi-sourced environment
  • Experience and understanding of the financial services or insurance industry, including the applicable business and technology processes and supporting technology architectures
  • Knowledge of business and technology trends for service management
  • Master’s degree in information technology, business administration or related field
  • Ability to coordinate cross-functional teams towards task completion and facilitate consensus across key IT personnel
**Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to applicable pay transparency and compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.**
The Salary for this position generally ranges between $120,000 - $160,000 annually. This range is an estimate, based on potential qualifications and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.
Additionally, this position is typically eligible for an Annual Bonus of 15% based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.
Working Conditions
  • Moderate travel
  • Office environment
#LI-Remote
What We Offer

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.

Compensation Benefits
  • Bonus for Eligible Employees
  • Competitive Pay

Benefits Package
  • Dental Insurance
  • Medical Insurance
  • 401k Match
  • Career Training & Development Opportunities
  • Employee Stock Purchase Plan
  • Pension Plan
  • Vision Insurance
  • Employee Discounts
  • Tuition Reimbursement
  • Disability Insurance

Health and Work/Life Balance Benefits
  • Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
  • Referral Bonus Programs
  • College Coach Program
  • Peer Recognition Program (BRAVO)
  • Employee Recognition Program
  • Adoption Assistance
  • Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
  • PTO for Volunteer Hours
  • Back-Up Care Program
  • Employee Assistance Program
  • Employee Matching Gifts Program
  • Paid Time Off starting at 160 hours annually for employees in their first year of service.
  • Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
  • Inclusion and Diversity Programs
  • Employee Resource Groups

Inclusion & Diversity

Transamerica has made a strong commitment to inclusion and diversity, and we are proud to be an organization where all perspectives are valued. Transamerica has earned recognition for its strong efforts year-over-year, including from the Human Rights Campaign’s Foundation Corporate Equality Index, the Diversity Best Practices Inclusion Index, and Seramount’s “100 Best Companies” list.

In addition, as part of Transamerica’s commitment to maintaining an inclusive workplace, the company sponsors employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees and provide a supportive environment for raising diversity awareness and promoting inclusive behavior.

Giving Back

Transamerica believes our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a combination of financial grants and the volunteer commitment of our employees, this foundation supports nonprofit organizations focused on the education, health, and well-being of the communities where we live and work.

https://www.transamerica.com/why-transamerica/aegon-transamerica-foundation

Transamerica’s Parent Company
Aegon
acquired the Transamerica business in 1999. Aegon’s roots go back more than 175 years to the first half of the nineteenth century. Since then, Aegon has grown into an international company, with businesses in the Americas, Europe, and Asia. Today, Aegon is one of the world’s leading financial services organizations, providing life insurance, pensions, and asset management. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.