IT Operations Specialist - Hartford, United States - Munich Re

Munich Re Hartford, United States

1 day ago

Description

As a member of the Global IT Support team you will help deliver quality, globally-consistent, and cost-effective IT support services to our worldwide end-user population.

You will help drive quick, effective resolution of service process issues and be responsible for IT's knowledge assets.

Your role is integral in the connection between IT support groups and end users, and will help shape the future of IT support operations.

Integral member of a global team with common processes and goals; works closely with the Service Desk and Onsite Support Service Managers
Quick, effective resolution to end user escalations, complaints and service process issues; focused on non-Major and single user issues; point of contact for IT contacts, IT coordinators, IT management and other key stakeholders
Ensures knowledge is actionable, consumable and 'real-time' (available when needed); audience ranges from self-service to Service Desk to enabling other support areas to capture their knowledge; helps retain ownership of knowledge within Munich Re
Assists with Incident processing when responsibilities that are not clear or services cross providers; may assist with incident lifecycle management
Works closely with all major project and product teams to ensure the required changes and updates are documented in the ITSM knowledgebase and assist with the set-up of the relevant support processes
Works with service owners and providers to shift work left (to less expensive channels and resources, including self-service). May assist with documenting processes, escalations and decision trees
Facilitates IT's adoption of the knowledge-centered service (KCS) process by providing coaching, reporting and feedback loops
Follows and supports corporate, Information Technology Infrastructure Library (ITIL) and Knowledge Centered Service (KCS) standards

Your profile:
Three years' work experience in an insurance or equivalent corporate environment with a solid overview of current IT architecture, infrastructure and business critical applications desired
Customer focused with demonstrated customer service skills including a professional and positive attitude
Strong communication and interpersonal skills (including written in English)
Can work independently with minimal direction; leads by example
Ability to lead an ad-hoc team (team and relationship building)
Functional knowledge of computer technologies
Manages multiple priorities and tasks
Analytical skills and attention to detail
Appropriate sense of urgency with a demonstrated ability to deliver
Punctuality and effective time management skills

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