Lead ITSM Engineer

You desire impactful work.

You’re RGA ready

RGA is a purpose-driven organization working to solve today’s challenges through innovation and collaboration. A Fortune 500 Company and listed among its World’s Most Admired Companies, we’re the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all.

Leads team and independently designs and implements Global IT Infrastructure solutions utilizing diverse technologies and processes to deliver new capabilities. Leads multiple, highly complex projects on the deployment or upgrade of RGA technology utilizing internal and external resources across multiple disciplines. Functions as lead and mentor for technical team members on technology strategies and configuration.

Principle Duties

• Research's, evaluates, designs and participates in the implementation of technologies and platforms supporting a complex IT infrastructure.
• Leads small and large projects including development of project plans, coordinate/assign team staff and monitor projects against budget and project plans.
• Documents the design, operation and troubleshooting of technology platforms and procedures.
• Monitors, manages, and provides continuous feedback for technology strategies, standards, and procedure to support effective infrastructure.
• Develops and maintains effective customer relationships.
• Provides lead-level technical support to troubleshoot and remediate issues impacting system operation or business service performance.
• 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.
  
  

Qualifications

Education

• Bachelor’s Degree in Arts/Sciences (BA/BS) or equivalent experience
• Master’s degree in Arts/Sciences (MA/MS)
  
  

Work Experience

• 8 Years in IT architecture, production support, or related systems experience
• 10 Years experience in managing or otherwise maintaining IT related systems
• Proven experience (8 years) in IT incident and problem management roles, preferably in a fast-paced environment.
  
  

Skills & Abilities

• Advanced experience working with M365, Slack, and PagerDuty ITILv4 Foundations certification
• Advanced ServiceNow experience
• PagerDuty administration experience
• Strong understanding of support service and cross-platform integrations
• ServiceNow System Administrator certification
• ServiceNow Application Development certification
• 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.
  
  

What you can expect from RGA

• Gain valuable knowledge from and experience with diverse, caring colleagues around the world.
• Enjoy a respectful, welcoming environment that fosters individuality and encourages pioneering thought.
• Join the bright and creative minds of RGA, and experience vast, endless career potential.
  
  

Compensation Range

$104,350.00 - $155,350.00 Annual

Base pay varies depending on job-related knowledge, skills, experience and market location. In addition, RGA provides an annual bonus plan that includes all roles and some positions are eligible for participation in our long-term equity incentive plan. RGA also maintains a full range of health, retirement, and other employee benefits.

RGA is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, age, gender identity or expression, sex, disability, veteran status, religion, national origin, or any other characteristic protected by applicable equal employment opportunity laws.