$75000 - $90000 / year Vertafore is a leading technology company whose innovative software solutions are advancing the insurance industry. Our suite of products provides solutions to our customers that help them better manage their business, boost their productivity and efficiencies, and lower costs while strengthening relationships. Our mission is to move InsurTech forward by putting people at the heart of the industry. We are leading the way with product innovation, technology partnerships, and focusing on customer success. Our fast-paced and collaborative environment inspires us to create, think, and challenge each other in ways that make our solutions and our teams better. We are headquartered in Denver, Colorado, with offices across the U.S., Canada, and India Application deadline: 6/26/2024 JOB DESCRIPTION  Vertafore is looking for an Sr. ITSM Analyst to join our SaaS Operations organization. The Sr. ITSM Analyst will play a crucial role in ensuring the efficient and effective delivery of IT services within our organization. You will collaborate with cross-functional teams, analyze processes, and lead continuous improvement efforts. If you are enthusiastic about optimizing IT service management and have strong analytical skills, this role might be a great fit for you.  The role will focus on technology and SaaS products, change, problem, incident, and knowledge management. We are looking for someone to champion the change management process, related policy and procedures documentation, metrics, reports, and lead the CAB (Change Advisory Board). This person would support day-to-day activities of problem and major incident management, including reporting and compliance.     Core Requirements and Responsibilities:   Essential job functions may include but are not limited to the following:    Drive all aspects of our Global IT Change Management process and host the weekly Change Approval Board meetings  Facilitate discussions and provide guidance during the change approval meetings to ensure a thorough review of change requests  Champion continuous improvements of governance for Change Management, Incident Management, and Problem Management based on best practices from the ITIL Framework.  Provide guidance and leadership for P1/P2 incident management as and when needed, and conduct the problem management processes  Be a dependable partner in extraordinary situations such as Major Incidents. You can guide our teams through Major Incidents and Problem Management  Continuously review and improve major incident recovery processes and procedures   Facilitate root cause analysis of issues with recommendations / follow up on resolution and improved process  Create, update, or maintain problem and problem task details in ServiceNow  Author and provide support to customer facing RCA documentation when needed  Document and regularly update procedural documents and more to ensure the documents are current and meet the enterprise requirements  Define and create periodic KPI reports using ServiceNow for ease of monitoring ITSM trends  Maintain process and checklist to support TSO readiness of service transitions to production  Fulfill compliance inquiries for SOC and SOX audit response as needed  Use ServiceNow to conduct regular change, problem, and incident audits to ensure compliance with defined processes  Educate teams and leaders on internal controls for problem, change, and incident, documentation needs and more  Identify and implement automation of common actions or tasks  Monitor and report on product uptime statistics, using data captured in ServiceNow  Adhere to and promote Service Level Agreements internally and externally   Guide ITSM to align with industry best practices (such as ITIL) and organizational goals  Advocate the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB, and other IT Service Management processes  Operate under ITSM to support departmental controls, policies, and procedures   Participate in assigned projects and tasks