Senior Technology Specialist - Problem Management / Warren, NJ (HQ)

Title:

Senior Technology Specialist - Problem Management / Warren, NJ (HQ)

Company:

Everest Global Services, Inc.

Job Category:

Technology

Job Description:

Everest Group, a NYSE listed S&P 500, is a leading global reinsurance and insurance provider, operating for nearly 50 years, now in over 15 countries. Everest is a growth company with $14 Billion of Gross Written Premium Offering Property, Casualty and Specialty products. We have extensive product and distribution capabilities backed by a strong balance sheet which is evident in our Financial Agency Ratings of: A+ A. M. Best, A+ S&P Global and A1 Moody’s Investor Service.

We take pride in being known in the industry as nimble, entrepreneurial, and responsive. Our culture is innovative, we empower our employees to make business decisions within our risk framework at a local level.

At Everest, we are committed to the development of our people. We offer dynamic training & professional development to our employees. You will benefit from career development and learning opportunities that will let you set career goals and fulfill them, including:

• Generous tuition/continuing education reimbursement

• Mentoring opportunities

• Flexible work arrangements

• Talent development initiatives

• Networking groups

Everest Global Services, a member of the Everest Re Group, Ltd, a worldwide Insurance and Reinsurance Company, is seeking an Incident and Problem Manager to join the Global Technology Services (GTS) group located at the US headquarters in Warren, New Jersey.

Job Summary:

The Senior Technology Specialist II for Problem Management will report into the Business Management Office within the IT Infrastructure team. You will be leading the Problem practice focusing on driving and implementing the future strategy as well as supporting the day-to-day activities. This role will support the global framework for Everest’s IT Service Management organization based on ITIL standards and best practices. To be successful in this role, you will need to have adept experience with the foundational building blocks of the problem management practice, while working collaboratively with key stakeholders to influence adoption. Along with have expertise in Problem Management and driving day to day activities, this role will also work closely to support other ITSM practices including Incident and Change Management. In addition, focusing on improving customer experience through process efficiencies, automation and strong collaboration will be critical.

This role is also strategic in nature where, continued maturity of the problem management practice by collaborating across teams to drive root cause, reducing and eliminating reoccurring issuers as the organization works to improve customer experience while strengthening overall stability. Responsibilities including but are not limited to:

• Foster an environment where an understanding of why something happened and what can be done to prevent reoccurrence are embedded within our teams

• Continue to build upon the existing Problem Management practice while driving consistency, continuous improvement and adoption

• Accountable for managing the day-to-day Problem Management activities; this includes working one on one with teams to work on root cause, preventive and corrective measurements

• Accountable for the weekly generation of metrics (leading and lagging indicators); mature reporting and dashboard capability while defining a cadence for review and continuous improvement; metrics to be used to help prioritize permanent fixes and reduce need for work arounds. 

• Ensure that Problem Tickets related to Priority 1 and Priority 2 Incidents are logged, reviewed for root cause, reoccurrence and prioritized

• Work closely and partner with our Production Support teams and Problem Coordinators across IT with addressing Problem Tickets

• Work in a decentralized Problem Management framework across the IT organization, while continuing to mature standard operating procedures and work level instructions

• Work with teams to drive root cause analysis and the preventive and corrective actions to be taken based on review; validate workaround and re-producible steps

• Accountable for the maturity of the Problem Management practice following industry best practices and ITIL framework

• Drive and help define overall adoption of Incident and Problem Management strategy and established RACI, standards, principles and practices

• Work cohesively with other ITSM practice owners including Incident Management, Change Management and Service level Management

• Drive proactive and preventative IT operations through enabling continuous insights utilizing the global IT service management practices

• Ensure compliance with corporate and IT policies and procedures

• Perform special projects, and additional duties and responsibilities as required

Work Experience & Qualifications

• Bachelor’s degree from an accredited college or university

• 3+ years of experienced in Problem Management practice

• Strong understanding and experience supporting the Incident and Change Management practice

• Understanding of ServiceNow including ability to create reports and dashboards

• Working understanding of CMDB and its dependency with Change, Release and DevOps integration

• A minimum of one ITIL certifications is preferred or demonstrated experience and knowledge commensurate of the ITIL framework

• Demonstrated experience driving definition and adoption of a global ITSM strategy

• Highly motivated and self-directed with the ability to define and drive change towards the long-term vision

• Ability to influence and drive the required cultural changes leading to adoption

• Results oriented

• Superior organizational skills to manage a high volume of interactions including project teams, technology leaders, and business leaders

• Strong analytical, problem-solving, and decision-making ability

• Ability to take direction, demonstrate excellent teamwork, and work well with limited supervision

• Strong skills and experience developing and communicating written or verbal information to all levels of the organization

#LI-RS1

#LI-Hybrid

Type:

Regular

Time Type:

Full time

Primary Location:

Warren, NJ

Additional Locations:

Everest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or creed, sex (including pregnancy), sexual orientation, gender identity or expression, national origin or ancestry, citizenship, genetics, physical or mental disability, age, marital status, civil union status, family or parental status, veteran status, or any other characteristic protected by law. As part of this commitment, Everest will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Everest Benefits at [email protected].

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