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 a Senior IT Service Desk 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 Senior Analyst IT Service Desk is responsible for overseeing and improving the IT service management processes to ensure they meet business needs and operate efficiently. This role will lead 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: - Oversee and manage IT service management processes, including incident, problem, change, and release management.
- Extend IT service management (ITSM) capabilities into various business functions with a strong focus on automation, integration, and AI.
- Collaborate and communicate with IT and business partners on business requirements and needs.
- Utilize and empower IT partners for the continuous improvement of ITSM tools.
- Responsible for participating and assisting with system monitoring, development, scripting, support, troubleshooting, root cause analysis, and installation of new releases and updates for infrastructure and operations.
- Conduct periodic assessments and reviews of the entire Service Level Management (SLM) process.
- Mentor and provide guidance to team members.
- Lead project planning and execution for infrastructure projects.
- Develop and maintain operational reports and dashboards for accomplishments, SLA reporting, incident, problem and change reporting.
- Measure performance of ITIL based processes and makes recommendations for improvements utilizing data analytics.
- Develop the automation for the collection and reporting of operational data, service levels, and KPI's.
- Act as customer liaison and advocate for internal and/or external IT consumers.
- Ensure compliance with IT policies and procedures.
Requirements: - 5 years information technology service management.
- Previous success managing IT Service Management tools (e.g., Freshservice, ServiceNow, BMC Remedy).
- Extensive experience with automation, integration, AI, and coding to support IT service management tools
- Strong data analytics experience for providing deep dive-data driven decisions.
- Ability to mentor team members.
- Demonstrated ability to successfully manage projects from conceptual phase through implementation and testing.
- Ability to create and maintain policies, standards, and procedures in support of IT service tools.
- Demonstrated ability to work independently with minimal guidance.
- Excellent organizational skills, including ability to multi-task and prioritize workload.
- ITIL Foundations certification.
- Azure Fundamentals, AWS, or other cloud certification.
- Achieve Freshworks certification within 1 year of start date.
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.