Senior Security Provisioning Analyst

We’re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good — for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms.

Transamerica is organized into three distinct businesses. These include
1) World Financial Group, including Transamerica Financial Advisors,
2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and
3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate, which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs.
* Act as a major incident manager during critical incidents, crises, and other broadly impacting events.
* Manage incident bridge calls, facilitate incident chats with close to real time information, draft and send timely communications, escalate to senior management, and drive work-streams to mitigate an incident.
* Facilitate industry-standard Root Cause Analysis (RCA) exercises as a result of critical incidents and initiating the Problem Management cycle.
* Collaborate with architecture, Dev Ops, and Infrastructure teams to identify the root cause for recurring incidents and create action plans for resolution.
* Interact directly with IT leaders, managers, and key stakeholders to proactively communicate status on active major incidents or problem investigations.
* Record, coordinate, and report on progress of problem tasks from post incident reviews, and RCAs.
* Develop and enrich restoration procedures to mitigate future outages and business disruptions.
* Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.
* Work towards continuous service improvement.
* Establish metrics and reporting with contributions from ITSM process owners.
* Define critical success factors and key performance indicators (KPI) for the processes.
* Track and analyze trends and generate statistical reports.
* Perform trend analysis to anticipate potential problems for proactive resolution.
* Write timely and accurate executive style technical communications. Provide detailed notes on highly visible production issues on a timely basis to senior management.
* Send executive communications to a global audience to provide accurate details of incidents and impact to the business.
* Bachelor’s degree in information technology, computer science or related discipline, or equivalent experience
* Five years of technology and related management experience, including IT Service Management experience.
* Three years of incident/problem management experience
* Experience working with cross-functional teams and staff of all levels including managed service providers.
* ITIL v3/4 certification, or formal training in ITIL/ITSM
* Familiarity with System Development Lifecycle Methodology (SDLC)
* Experience developing and providing SLAs & KPI’s
* Flexibility and willingness to support a 24x7 global operation via off-hours support, on-call availability, or other as needed per rhythm and needs of the business
* Strong problem-solving skills and process-oriented thinking
* Ability to prioritize and multi-task in a dynamic changing agile environment with tight deadlines.
* Relationship building skills to work across a diverse global organization, coordinate cross-function teams towards completion, and facilitate consensus across key IT personnel.
* Master’s degree in information technology, business administration or related field.
* Experience and understanding of the financial services or insurance industry, including the applicable business and technology processes, and supporting technology architecture of business applications.
* Familiarity and practical application of advanced principles of ITIL/ITSM.
* Experience with service management across different locations and a multi-sourced environment.
* Knowledge of business and technology trends for service management.
* Experience with BMC tools (Remedy, Smart IT)
* Experience with Service Now
* Familiarity with JIRA
* Familiarity with agile development methodologies, scrum and Kanban.
* Experience with audit and controls process
* Progressive experience in the management of a technical support team Enter preferred qualifications here.
* Pension Plan
* 401k Match
* Employee Stock Purchase Plan
* Tuition Reimbursement
* Disability Insurance
* Medical Insurance
* Dental Insurance
* Vision Insurance
* Employee Discounts
* Career Training & Development Opportunities
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