IT Service Management Analyst II

Amerisure creates exceptional value for its partners, policyholders, and employees.

As a property and casualty insurance company, Amerisure's promise to our partner agencies and policyholders begins with a comprehensive line of insurance products designed to protect businesses, as well as the health and safety of every employee. With an A.M. Best "A" (Excellent) rating, Amerisure serves mid-sized commercial enterprises focused in construction, manufacturing and healthcare. Ranked as one of the top 100 Property & Casualty companies in the United States, we proudly manage nearly $1 Billion of Direct Written Premium and maintain $1.21 billion in surplus.

We are recruiting for a Service Management Analyst II to join our team. This is a hybrid position working out of our Farmington Hill, MI office 3 days a week and 2 from home.

The IT Service Management (ITSM) Analyst II supports the day-to-day administration and continual improvement of the organization’s ITSM platform and Configuration Management Database. This role helps maintain consistent ITIL-aligned practices across Incident, Request, Problem, and Change Management, while supporting ITSM reporting, knowledge management, service catalog maintenance, and process documentation. The role works with IT teams and business stakeholders to improve service delivery, maintain accurate service management data, and support practical automation opportunities within established standards and guidance.

• Support configuration, maintenance, and improvement of the organization’s ITSM platform, including workflow updates, business rules, SLA policies, and standard reporting.
• Support CMDB maintenance activities, including asset data updates, data validation, and basic relationship mapping in Device
  42 or a similar tool.
• Support Change Management reviews and approvals by helping ensure changes are documented, assessed, communicated, and tracked according to established procedures.
• Assist with Problem Management activities, including root cause documentation, trend analysis, and tracking corrective actions to reduce recurring incidents.
• Monitor Incident and Request Management processes, track SLA/OLA performance, and help coordinate timely resolution and escalation.
• Support ITIL-based ITSM practices by helping maintain process documentation, standards, and procedures across the service lifecycle.
• Author, review, and maintain knowledge base (KB) articles for IT staff and end users as part of the knowledge management program.
• Identify continual service improvement opportunities and recommend practical ways to reduce manual effort, improve data quality, and strengthen process consistency.
• Create and maintain standard ITSM reports and dashboards, including SLA compliance, ticket volume and trends, backlog, and CMDB data quality metrics.
• Work with IT and business stakeholders to document needs, communicate process updates, and support adoption of ITSM practices.
• Assist with AI-enabled ITSM improvement efforts, such as ticket categorization, knowledge article drafting, incident summarization, and workflow recommendations, under guidance from Platform Engineering or senior team members.
• Support IT Asset Management activities, including hardware and software asset tracking, basic reconciliation, and alignment with CMDB records.
• Assist with Major Incident Management activities by capturing timelines, documenting updates, tracking action items, and supporting communications under the direction of the incident commander.
• Maintain the ITSM Service Catalog by updating service offerings, request forms, and approval workflows based on approved changes.
• Support ITSM vendor and license administration activities, including tracking licenses and escalating platform issues as needed.
• Support defined ITSM performance targets, including SLA adherence, mean time to resolve, customer satisfaction, and ticket backlog, by tracking progress and preparing regular updates for leadership review.

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• 3 years of experience in IT service management, IT operations, or a related technology support environment.
• Familiarity with Incident, Request, Problem, and Change Management practices.
• Experience using or supporting an ITSM platform such as Fresh service, Service Now, Jira Service Management, or a similar tool.
• Ability to support ITSM platform configuration or…