Lead ITSM Engineer

Position Overview

Leads team and independently supports the ITSM processes including incident, change, problem, and request management. Provides guidance and expertise to management and users on topics surrounding strategy and best practices. Acts as a resource for colleagues with less experience. Solves complex problems and takes a new perspective on existing solutions. Exercises judgment based on the analysis of multiple sources of information.

Preferred remote location is in the Pacific or Mountain time zone

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.
• Provides training and guidance to team members and users as required.
• Provides 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

EDUCATION

Required

• Bachelors degree or equivalent experience.
  
  

Preferred

• Master's degree and/or LOMA certification
  
  

EXPERIENCE

Required

• 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.
  
  

Preferred

• 8+ years incident management experience.
• Insurance industry knowledge
• Financial industry knowledge
  
  

Required

TECHNICAL REQUIREMENTS

• Advanced experience working with M365
• ITIL certification required (v4 Foundations preferred)
• Advanced Ticketing System experience (ServiceNow preferred)
• Basic Alerting system experience (PagerDuty preferred)
• Strong understanding of support service and cross-platform integrations
  
  

Preferred

• ServiceNow System Administrator certification
• ServiceNow Application Development certification
  
  

Company Overview

About RGA:

Reinsurance Group of America, Incorporated (NYSE: RGA) is one of the largest global providers of life reinsurance, with offices around the world. RGA delivers expert solutions in individual life reinsurance, individual living benefits reinsurance, group reinsurance, financial solutions, facultative underwriting and product development. Our mission is to enhance our clients’ prosperity by supporting their financial and risk management capabilities.

Pay is based on a number of factors, including market, a candidate’s skills, and experience commensurate with a role, etc. Salary range: $101,685 - $151,435 + bonus. In addition, RGA maintains a full range of health, retirement, and other employee benefits.