What are the responsibilities and job description for the IT Service Management - IT Service Management Coordinator position at American National Insurance Company?
Job Details
The Service Management team facilitates service management core processes and procedures through communication, training, and documentation standardization. This team has a diverse background in CTS processes allowing them to collaborate, communicate, and develop various methods of training in partnership with business and CTS teams. Service Management's focus is on service support processes but does expand scope to other CTS areas for cross functional projects, specifically as the voice of the user and technicians impacted by change.
What Will You Do?
Authors and communicates knowledge articles, department training playbooks, and departmental policies/procedures in a standardized fashion.
Develops and disperses customer training for service management processes using diverse distribution paths such as video, web interfaces, and interactive sessions.
Escalates infrastructure and application issues through written and verbal communication along with phone messages and service management application portals.
Addresses escalated work items or inquiries to ESD leadership.
Compiles and communicates CTS service support metrics as applicable on a monthly basis.
What You Will Need to be Successful in this Role:
Associate degree.
Three or more years of experience.
Supervisory/management experience not applicable.
Additional qualifications:
o Experience with IT infrastructure, including but not limited to; Mainframe, iSeries, Citrix,
Windows, Mac, Distributed applications, Active Directory, and RACF
Our Preferences:
Proven understanding of the core functions of service management processes, including but not limited to: release, request, incident, problem, change, and asset management.
Established understanding of the core functions of service management support areas, including but not limited to: service desk, desktop support, release management (IM), and IT asset management.
Experience with development of video or web-based training preferred, but not required
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, including training, transferable skills, work experience, business needs, and market demands. The base pay is subject to change and may be modified in the future.
American National offers eligible employees and their families medical, dental, vision, and basic life insurance. Employees are able to enroll in our company's 401k plan. Employees also receive annually a bank of paid time off and paid holidays. We aspire to see people for what they bring to our corporate culture by supporting an inclusive work environment, including an emphasis on a healthy work-life balance, development opportunities, and a casual dress code.
American National is an established, stable, and successful multi-line insurance corporation that has provided financial strength and a sense of security to employees, customers and business partners since 1905. With focus on our organization's values and cultural richness: Financial Strength, Integrity, Respect, Service and Teamwork (FIRST) and Agility, Collaboration, and Engagement (ACE) we continue to pursue our vision to be a leading provider of financial products and services for current and future generations.
Hiring Practices
The preceding job posting was designed to indicate the general nature and level of work performed by employees assigned to this position. It is not intended to be interpreted as a comprehensive list of all duties, responsibilities, and qualifications. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role, but your past experience doesn't align perfectly with the job qualifications, we still encourage you to apply. You may be just the right candidate for this position or other opportunities at American National.
American National's recruitment policies help us place individuals in a timely and efficient manner. Only the most qualified candidates will be contacted by our recruiting team. Candidates may check the status of their application(s) by logging into their account. Learn more about our company, by following us on social media: LinkedIn , Facebook , Instagram
American National is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information or any other legally protected categories. American National is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
What Will You Do?
Authors and communicates knowledge articles, department training playbooks, and departmental policies/procedures in a standardized fashion.
Develops and disperses customer training for service management processes using diverse distribution paths such as video, web interfaces, and interactive sessions.
Escalates infrastructure and application issues through written and verbal communication along with phone messages and service management application portals.
Addresses escalated work items or inquiries to ESD leadership.
Compiles and communicates CTS service support metrics as applicable on a monthly basis.
What You Will Need to be Successful in this Role:
Associate degree.
Three or more years of experience.
Supervisory/management experience not applicable.
Additional qualifications:
o Experience with IT infrastructure, including but not limited to; Mainframe, iSeries, Citrix,
Windows, Mac, Distributed applications, Active Directory, and RACF
Our Preferences:
Proven understanding of the core functions of service management processes, including but not limited to: release, request, incident, problem, change, and asset management.
Established understanding of the core functions of service management support areas, including but not limited to: service desk, desktop support, release management (IM), and IT asset management.
Experience with development of video or web-based training preferred, but not required
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, including training, transferable skills, work experience, business needs, and market demands. The base pay is subject to change and may be modified in the future.
American National offers eligible employees and their families medical, dental, vision, and basic life insurance. Employees are able to enroll in our company's 401k plan. Employees also receive annually a bank of paid time off and paid holidays. We aspire to see people for what they bring to our corporate culture by supporting an inclusive work environment, including an emphasis on a healthy work-life balance, development opportunities, and a casual dress code.
American National is an established, stable, and successful multi-line insurance corporation that has provided financial strength and a sense of security to employees, customers and business partners since 1905. With focus on our organization's values and cultural richness: Financial Strength, Integrity, Respect, Service and Teamwork (FIRST) and Agility, Collaboration, and Engagement (ACE) we continue to pursue our vision to be a leading provider of financial products and services for current and future generations.
Hiring Practices
The preceding job posting was designed to indicate the general nature and level of work performed by employees assigned to this position. It is not intended to be interpreted as a comprehensive list of all duties, responsibilities, and qualifications. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role, but your past experience doesn't align perfectly with the job qualifications, we still encourage you to apply. You may be just the right candidate for this position or other opportunities at American National.
American National's recruitment policies help us place individuals in a timely and efficient manner. Only the most qualified candidates will be contacted by our recruiting team. Candidates may check the status of their application(s) by logging into their account. Learn more about our company, by following us on social media: LinkedIn , Facebook , Instagram
American National is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information or any other legally protected categories. American National is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
