Sr IT Service Management and Compliance Analyst

About Us

At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce and embrace an environment where employees enjoy a balance between career, family, community, and personal interests.

IT Operations

Follow Major Incident and Problem Management processes to drive high‑priority incident resolution efforts, root cause analyses, and problem remediation to implement a permanent fix in the production environment. Provide guidance to various technical teams during high‑priority ongoing incidents and problem management phases of the service management lifecycle, leveraging best practices according to the ITIL framework.

• 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, and escape to senior management, driving work‑streams to mitigate an incident.
• Facilitate industry‑standard Root Cause Analysis (RCA) exercises as a result of critical incidents and initiate 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 of active major incidents or problem investigations.
• Record, coordinate, and report on the 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 toward continuous service improvement.
• Establish metrics and reporting with contributions from ITSM process owners.
• Define critical success factors and key performance indicators (KPIs) 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 of 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.
• Familiarity with System Development Lifecycle Methodology (SDLC).
• Experience developing and providing SLAs & KPIs.
• Flexibility and willingness to support a 24×7 global operation via off‑hours support, on‑call availability, or other as needed.
• Strong problem‑solving skills and process‑oriented thinking.
• Ability to prioritize and multi‑task in a dynamic changes agile environment with tight deadlines.
• Relationship building skills to work across a diverse global organization, coordinate cross‑function teams toward completion, and facilitate consensus across key IT personnel.

• ITIL v3/4 certification, or formal training in ITIL/ITSM.
• Financial Services/Insurance industry background.

• Hybrid‑Office Environment (Tuesdays, Wednesday, Thursdays).
• Occasional Travel.

The salary for this position generally ranges between $93,000 - $120,000 annually. The salary range is a good faith estimate and actual starting pay is determined by qualifications, experience, geography, work location designation, and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law. Additionally, this position is typically eligible for an annual bonus based on the Company Bonus…