ITSM Service Reliability Lead - National General

National General is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. We offer home, auto and accident and health insurance, as well as other specialty niche insurance products, through a large network of independent insurance agents, as well as directly to consumers.

Job Description

Working closely with the ITSM management team, the ITSM Service Reliability Lead will leverage ITIL best practices to optimize service quality, cost, and efficiency. An ideal candidates will have experience leading Change Control/Acceptance Board (CCB/CAB) meetings, managing IT service disruptions, and excellent facilitation skills.Strong deductive reasoning, attention to detail, and a relentless commitment to service reliability are essential for success in this role.

Key Responsibilities:

• Ensure change requests are complete, in compliance, thoroughly documented, and tested.

• Collaborate with various teams to ensure smooth implementation of changes.

• Organize and facilitate weekly Change Acceptance Board meetings.

• Hold change requesters accountable for the quality and completeness of their submissions.

• Lead problem review meetings toward assessing impact, identifying improvements, assigning/validating ownership, strengthening collaboration, confirming root causes, and marshaling proper closure of problems.

• Facilitate training sessions to support new approaches or new employees

• Maintain and update Change Management & Problem Management documentation.

• Leverage data to identify change and problem trends for leadership analysis

• Drive continuous improvement based on identified trends

• Help design frameworks and methods to manage change and problem management

• Perform other ITIL oriented duties as determined by leadership

Essential Skills/Experience:

• 5+ years of experience, in any combination, with IT Change Management and Problem Management

• Must be comfortable holding people accountable at all levels of the organization as they do their part to improve quality.

• Experience with using ServiceNow or Neurons ITSM Change/Problem Tools

• Strong organizational and communication skills; must be comfortable working with C-level personnel

• The leadership required to drive task delivery toward problem management root cause analysis and remediation

• Strong facilitation skills

• Process driven and detail-oriented

• Ability to manage multiple tasks and priorities effectively.

• Problem-solving and analytical skills.

• ITIL certification (V3 Foundations or higher)

• Creative and strategic thinker, able to see the big picture, come up with ways the team can contribute, and communicate both the strategy and how the team's work is helping meet that

• Strong technical acumen with an above average foundation in MS excel

Desirable Skills/Experience:

• Experience with Neurons Change Management Tools

• Experience in BI reporting tools like Power BI or Excel Services

• Proficiency in using SharePoint for documentation and collaboration.

• Project Management experience and training

• 4 year bachelor's degree preferred

Supervisory Responsibilities:

* This job does not have supervisory duties.

Compensation

National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A- (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

Companies & Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

Benefits

National General Holdings Corp. is an Equal Opportunity (EO) employer - Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas. In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.