ITSM Process Manager II
Remote, US, 31999
Salary Range: $48,000 - $110,000
Job Posting End Date: 12/20/24
We’ve Got You Under Our Wing
We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all…The Aflac Way.
Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com.
Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac.
Work Designation. Depending on your location within the continental US, this role may be hybrid or remote.
- If you live within 50 miles of the Aflac offices located in Columbus, GA or Columbia, SC, this role will be hybrid. This means you will be expected to work in the office for at least 60% of the work week. You will work from your home (within the continental US) for the remaining portion of the work week. Details of this schedule will be discussed with your leadership.
- If you live more than 50 miles from the Aflac offices located in Columbus, GA or Columbia, SC, this role will be remote. This means you will be expected to work from your home, within the continental US. If the role is remote, there may be occasions that you are requested to come to the office based on business need. Any requests to come to the office would be communicated with you in advance.
What does it take to be successful at Aflac?
- Acting with Integrity
- Communicating Effectively
- Pursuing Self-Development
- Serving Customers
- Supporting Change
- Supporting Organizational Goals
- Working with Diverse Populations
What does it take to be successful in this role?
- Experience handling major technology events in complex environments, inclusive of drafting and distributing wide-scale executive summary communications
- Strong understanding of industry best practices and tools for incident management.
- Deeper understanding of ITIL practices
- Skills in identifying areas for process improvement
- Ability to analyze more complex data sets and identify trends
- Skills in conducting root cause analysis for process issues
- Skills in managing changes to processes and ensuring smooth adoption
- Effective communication with stakeholders at various levels
- Ability to train and coach junior staff on process-related topics
- Skills in identifying risks associated with processes
- Experience developing basic mitigation strategies
Education & Experience Required
- Bachelor’s Degree in Computer Science, Business Administration or other related field
- Two or more years of experience in an ITSM environment
Or an equivalent combination of education and experience
Principal Duties & Responsibilities
- Lead technical and business discussions on incident resolution
- Participate in a scheduled work shift and on-call rotation to maintain 24x7x365 coverage
- Manage and report on process activities from end to end
- Document and maintain the process map
- Train and manage resources assigned to the process
- Review and resolve process issues
- Communicate process changes
- Review key performance indicators and identify improvement activities
- Engage with stakeholders so services run smoothly
- Performs other duties as required
Total Rewards
This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to: education, experience, licensure, certifications, geographic location, and internal equity. The range has been created in good faith based on information known to Aflac at the time of the posting. Compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate. The salary range for this position is $48,000 - $110,000.
In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock. On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state mandated sick leave (Washington employees accrue 1 hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. Aflac complies with all applicable leave laws, including, but not limited to sick and safe leave, and adoption and parental leave, in all states and localities.
ApplyJob Profile
Hybrid for those within 50 miles of offices Remote for those beyond 50 miles
Benefits/PerksAflac supplemental policies Annual bonuses Community engagement Diversity recognition Hybrid work Paid holidays Prescription drug coverage Professional development State mandated sick leave Supplemental policies Total Rewards Vision coverage
Tasks- Communicate process changes
- Development
- Engage with stakeholders
- Lead discussions on incident resolution
- Manage process activities
- Train and manage resources
Analysis Change Management Coaching Communication Computer Data analysis Diversity Incident Management Insurance Products ITIL Leadership Organizational Process Improvement Resolution Root Cause Analysis Self-development Stakeholder communication Training
Experience2 years
EducationBachelor's degree Business Business Administration Communications Computer Science Equivalent Health Care Management Related Field
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9