IT Service Management Process Owner

At The Standard, you’ll join a team focused on putting our customers first.

Our continued success is driven by a high-performance culture. We’re looking for people who are collaborative, accountable, creative, agile and are driven by a passion for doing what’s right – across the company and in our local communities.

We offer a caring culture where you can make a real difference, every day.
 
Ready to reach your highest potential? Let’s work together.

Job Summary

The IT Service Management (ITSM) Process Owner is responsible for implementing, operating, and continuously improving IT processes within the IT environment. This role includes ownership, design, sponsorship, and education of the process, as well as ensuring adherence to the process across multiple providers.

The ITSM Process Owner for Change Management, Service Level Management, and Service Transition has several key responsibilities to ensure the effective design, execution, and improvement of these processes:

• Accountability and Coordination: The ITSM Process Owner is accountable to senior management for the proper design, execution, and improvement of processes, including defining Critical Success Factors (CSFs) and Key Performance Indicators (KPIs), coordinating resources, and promoting process awareness among stakeholders.
• Monitoring and Communication: Monitor and review the execution of processes, manage outsourced Process Managers, update procedural documentation, and regularly communicate with stakeholders to identify new requirements or requested changes.
• Process Improvement: The ITSM Process Owner is responsible for identifying and implementing processes improvements, ensuring integration between processes and working with the IT Service Management (ServiceNow) tool owner for approved changes.

Skills and Background You’ll Need

EDUCATION & EXPERIENCE: A Bachelor’s degree in technology or related work experience, with at least 3 years of experience in Service Management, specifically in Change Management, Service Level Management, and Service Transition processes is required.

• ITIL V3 or V4 Foundation Certification is required, along with experience using ServiceNow ITSM Pro suite.
• Expertise in managed services environments, knowledge of IT functional areas, and experience in developing service level objectives and indicators.
• Strong written, oral, and presentation abilities, experience maintaining process artifacts, working with offshore teams, and proficiency in PowerPoint and Excel.

Key Behaviors of a Successful Candidate

• Driving Success – Independently drives work forward and takes responsibility for achieving objectives.
• Customer Focus – Works to understand their concerns and collaborates on effective solutions.
• Improvement Mindset – Demonstrates curiosity by asking questions regarding current approaches/methods and identifying potential changes.

Why Join The Standard?

We have built an enduring legacy of stability, innovation and financial strength thanks to the contributions of the talented, creative and compassionate people who choose to work at The Standard. To ensure we can attract and retain the best talent, when you join The Standard, you can expect:

• A rich benefits package including a 401(k) plan with matching company contributions
• An annual incentive bonus plan
• Generous paid time off
• A supportive and responsive management approach
• Opportunities for career growth and advancement 
• Paid time off to volunteer
• An employee giving program that double matches your donations to eligible nonprofits and schools

#LI-Remote

Please note - the salary range for this role is listed below. In addition to salary, our package includes incentive plan participation and comprehensive benefits including medical, dental, vision and retirement benefits, as well as an initial PTO accrual of 164 hours per year. Employees also receive 11 paid holidays and 2 wellness days per year.

• Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on various factors, including individual and organizational performance.

Salary Range:

Positions will be posted for at least 5 days from original posting date.

Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender identity, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.