Analyst, IT Service Management - #256640

Amerisure creates exceptional value for its partners, policyholders, and employees. As a property and casualty insurance company, Amerisure’s promise to our partner agencies and policyholders begins with a comprehensive line of insurance products designed to protect businesses, as well as the health and safety of every employee. With an A.M. Best “A” (Excellent) rating, Amerisure serves mid-sized commercial enterprises focused in construction, manufacturing and healthcare. Ranked as one of the top 100 Property & Casualty companies in the United States, we proudly manage nearly $1 Billion of Direct Written Premium and maintain $1.21 billion in surplus.

We are recruiting for an IT Service Management Analyst for our Farmington Hills, MI office. This is a hybrid position working 2 days a week in the office and 3 from home.

Position Summary:

The IT Service Management Analyst is responsible for ensuring that IT services meet the needs of the business and operate as efficiently as possible. This role will support IT service management activities across Information Technology. Responsible for service management process implementation, service management metrics and reporting, and improvements to our IT Service Management tool.

Responsibilities:

• Administration of ITSM tooling and extending the capabilities via automation and AI.
• Responsible for assisting with system monitoring, development, scripting, support, troubleshooting, root cause analysis, and installation of new releases and updates for infrastructure and operations.
• Perform root cause analysis and data mining out of ITSM tools to generate and present reports.
• Monitor IT service management processes through the creation of reports on IT service performance.
• Analyze data to identify trends and areas for improvement.
• Identify opportunities and implement solutions to better govern ITIL processes through continual service improvement.
• Maintain and collaborate CMDB accuracy.
• Collaborate and communicate with IT and business partners on business requirements and needs.
• Support ITSM tooling by managing changes via the proper Change Management process.
  
  
  

Requirements:

• 2+ years information technology service management preferred.
• ITIL Foundations certification
• Foundational cloud certifications (Azure Fundamentals, AWS Cloud Practitioner, or other cloud certification)
• Experience with IT service management tools including automation/integration capabilities (e.g., Freshservice, ServiceNow, BMC Remedy).
• Experience with ITIL best practices and processes.
• Ability to create and maintain policies, standards, and procedures in support of IT service tools.
• Strong written and verbal communication skills.
• Demonstrated ability to work independently with minimal guidance.
• Excellent organizational skills, including ability to multi-task and prioritize workload.
• Ability to think strategically with supporting analytical and problem-solving skills, including the ability to deal with ambiguity.
• Demonstrated ability to successfully manage projects from conceptual phase through implementation and testing.
• Direct cloud support/provisioning experience
  
  
  

Just as we are committed to creating exceptional value for our Partners For Success agencies and policyholders, Amerisure also remains committed to being an employer of choice. We reinforce this commitment by adhering to an Employee Value Proposition that, in part, is provided through a competitive total rewards package. This package includes competitive base pay, performance-based incentive pay, comprehensive health and welfare benefits, a 401(k) savings plan with profit sharing, and generous paid time off programs. We also offer flexible work arrangements to promote work-life balance. Recognized as one of the Best and Brightest Companies to Work For in the Nation and one of Business Insurance magazine’s Best Places to Work in Insurance, we provide a workplace that fosters excellence and professional growth. If you are looking for a collaborative and rewarding career, Amerisure is looking for you.

Amerisure Insurance provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Amerisure Insurance complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Amerisure Insurance expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Amerisure’s employees to perform their job duties may result in discipline up to and including discharge.