Lead ITSM Solutions Engineer

$101,685 - $151,435/Yr

Rga Reinsurance Company - Weldon Spring, MO

Full-time - Mid Level

Remote - Weldon Spring, MO

About the position

The Lead ITSM Solutions Engineer plays a pivotal role in leading and supporting IT Service Management (ITSM) processes, including incident, change, problem, and request management. This position requires a blend of leadership and technical expertise, as the engineer will not only manage the ITSM processes but also provide guidance and best practices to both management and users. The engineer will act as a resource for less experienced colleagues, solving complex problems and offering new perspectives on existing solutions. The role demands a high level of judgment based on the analysis of multiple information sources, ensuring that the ITSM processes are efficient and effective. In this role, the engineer will manage the end-to-end lifecycle of IT incidents and problems, from initial detection through to resolution and closure. This includes developing and maintaining incident and problem management processes, procedures, and documentation in line with industry best practices, such as ITIL. The engineer will conduct thorough root cause analyses for major incidents and recurring problems, identifying underlying issues and implementing permanent solutions. Participation in change management processes is also crucial, as the engineer will assess the impact of changes on incident and problem management activities, evaluate change requests, assess risks, and coordinate change implementations. The engineer will provide training and guidance to team members and users as required, ensuring that all stakeholders are informed and capable of contributing to the ITSM processes. Regular reporting on the status of operations, incidents, problems, requests, and changes will be part of the responsibilities, along with participating in an on-call rotation to provide 24/7 support for critical incidents. Monitoring and analyzing incident and problem trends will help proactively identify potential issues, allowing the engineer to recommend corrective actions and perform other duties as assigned.

Responsibilities

• Manage the end-to-end lifecycle of IT incidents and problems, from initial detection to resolution and closure.
• Develop and maintain incident and problem management processes, procedures, and documentation in accordance with industry best practices (e.g., ITIL).
• Conduct thorough root cause analysis (RCA) for major incidents and recurring problems to identify underlying issues and implement permanent solutions.
• Participate in change management processes to assess the impact of changes on incident and problem management activities, including evaluating change requests, assessing risks, and coordinating change implementation.
• Provide training and guidance to team members and users as required.
• Provide regular status, operational, incident, problem, request and change reports.
• Participate in an on-call rotation to provide 24/7 support for critical incidents.
• Monitor and analyze incident and problem trends to proactively identify potential issues and recommend corrective actions.
• Perform other duties as assigned.

Requirements

• Bachelors degree or equivalent experience.
• Proven experience (8+ years) in IT incident and problem management roles, preferably in a fast-paced environment.
• Strong knowledge of IT service management frameworks, such as ITIL.
• Proficiency in incident management tools and technologies (e.g., ServiceNow, Jira).
• Excellent analytical and problem-solving skills, with the ability to dissect complex issues and drive to resolution.
• Effective communication and interpersonal skills, with the ability to collaborate across teams and influence stakeholders at all levels.
• Advanced oral and written communication skills demonstrating ability to share and impart knowledge.
• Ability to quickly adapt to new methods, and work under tight deadlines.
• Advanced investigative, analytical and problem solving skills.
• Advanced ability to set goals and handle multiple tasks, clients, and projects simultaneously; Ability to appropriately balance priorities, deadlines, and deliverables.
• Ability to work well within a team environment and participate in department/team projects.
• Advanced ability to translate business needs and problems into viable/accepted solutions.
• Advanced skills in customer relationship management and change management.
• Ability to manage multiple projects and set applicable goals.
• Advanced negotiating and persuasion skills.
• Ability to liaise with individuals across a wide variety of operational, functional, and technical disciplines.

Nice-to-haves

• Master's degree and/or LOMA certification
• 8+ years incident management experience.
• Insurance industry knowledge
• Financial industry knowledge
• ServiceNow System Administrator certification
• ServiceNow Application Development certification

Benefits

• Full range of health benefits
• Retirement benefits
• Bonus opportunities