Associate IT Service Manager - Chattanooga, United States - Workday

Description

Our Fortune 500 company is driving a digital transformation and looking for forward-thinking innovators to disrupt how our industry thinks about and uses technology.

As one of the world's leading employee benefits providers, we help millions of people gain affordable access to benefits that help them protect their families, their finances and their futures.

Are you an asker of questions, a solver of problems, and a challenger of the status quo? Our mission is to provide a differentiated customer experience and exceed the expectations people have of technology at any company — not just insurers.

We are seeking individuals to join our team of talented IT professionals who share never-ending passion and an unwavering focus on our customer

experience. Team

members comfortable working in an agile, fast-paced, and delivery-focused environment thrive in our environment where we value an entrepreneurial spirit and those who challenge the status-quo.

Unum is changing, and we're excited about what's next. Join us.

General Summary:

The Associate IT Service Manager is an entry level role into Unum IT and is designed to attract and support high caliber candidates start their career at Unum.

They are responsible for ensuring the day-to day-service supplied by internal Unum Group IT functions and external 3rd party suppliers operate to the expectation of the published services.

As such, the role ensures service by facilitating or running an agreed number of the following ITIL processes: Change, Incident, Release and Problem Management.

They also participate as a technical resource or coordinator of small to medium projects. This position frequently consults with other technical and business applications' personnel to acquire or provide technical direction.

This position works independently though the subject with the broad direction of a technical manager and/or mentor.

Principal Duties and Responsibilities

Works with projects, the business and internal/external IT service providers to understand Service Level Agreements (SLAs) and Operational Support models when new services are delivered or reviewed.

Coordinates with service providers for Operational Readiness when operational changes associated with services are required.
Evaluates and reviews service performance and technical information provided by the service suppliers.

Has the skills and ability to assess service health and bring together relevant parties to resolve service impediments impacting service performance.

Provides meaningful reporting as agreed with the business to track service delivery and identify areas for improvement.
Runs or coordinates planning and prioritization activities with their team, the business, PMO, and internal/external IT service providers.

Has responsibility for the smooth implementation of change into the production environment by delivering ITIL disciplines and helping ensure they are followed.

Works closely with other enterprise service delivery areas; has responsibility for one or several processes in managing any priority incidents, including communication to the business, facilitating root cause analysis and resolution.

Ensures a cohesive, high quality service is seen by the business by working closely with other IT teams across the enterprise to ensure service.

Works with IT teams as required to plan and run small to medium projects.

Job Specifications
Bachelors degree, or equivalent relevant work experience
Has zero to two years of IT related experience
ITIL qualified
Has experience in running or facilitating ITIL processes
Demonstrates excellent customer facing service skills
Has excellent written and verbal communication skills at all levels of contact and in a wide variety of situations
Has strong analytical and problem-solving skills
Demonstrates strong administrative, reporting and organizational skills
Uses technical background and understanding to interpret technical issues for the business and sustain credibility with IT
Has effective problem solving, collaboration, & conflict management skills
Understands service delivery when the service is constructed of multiple sub-services provided by multiple suppliers. e.g. Cloud (public, private, & hybrid)
Understands Agile/Lean leadership principles
Demonstrates the ability to champion change and support service provide teams through change
Demonstrates the ability to think critically and challenge conventional thinking
Has a passion for service improvement
Able to work under pressure and meet deadlines
Able to demonstrate a high degree of flexibility including shift and out of hours working
Has excellent organizational skills
Able to manage sensitive and sometimes confidential information
Self-motivated and able to take responsibility
Able to manage and prioritize and tasks and time efficiently
Able to demonstrate initiative and a proactive approach to daily tasks

#LI-MB1
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Our company is built on helping individuals and families, and this starts with our employees.

We want employees to maintain a positive balance, which is why we provide access to the benefits and resources they need to invest in themselves.

From our onsite fitness facilities and generous paid time off to employee professional development programs, we are committed to helping employees live and work their best – both inside and outside the office.

Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.

The base salary range for applicants for this position is listed below.

Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.

$52,000.00-$96,200.00

Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not.

All benefits are subject to the terms and conditions of individual Plans.


Company:
Unum
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