ITSM Process Manager

Location: California

Who We Are Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for eleven consecutive years.

We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit  We DoThis Job Matrix provides a common overview of the responsibilities and requirements for the IT Service Management Process Analyst, Process Manager and Process Owner roles

HOW YOU’LL CONTRIBUTEResponsible for the day to day operational responsibilities for the associated Service Management process area.

Will perform backup operational responsibilities for one or more IT Service Management process areas.

Responsible for the generation and distribution of requested and cyclical reports for the associated process area.

Participates and supports regularly scheduled service management forums.

Actively participate in projects to support the advancement of Service Management practices to IT.Will review ITSM tool records and reports to ensure compliance to quality and SLAs.Will create and update procedure documentation.

Will be required to attain a firm understanding of the Title Insurance Industry and how IT Operations Technology solutions support those business processes.

Will be required to have a firm understanding of the First American organization and the interrelationships between the Business processes and the IT roles and responsibilities.

Required to perform duties outside of normal work hours based on business needs.

Other duties as assigned

WHAT YOU’LL BRING Required Education, Experience, Certification/Licensure

BS Degree or equivalent work experience

Typically have 3-5 years of directly related experience.

ITIL v3 Foundations certification preferred

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)
Self-motivated

Solid analytical skills

Well versed in the ITIL Service Management Processes Technical writing skills

Project assessment/coordination skills

Knowledge of IT policies and procedures

Pay Range: $97,700.00 - $ Annually This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.
** Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County.
** First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer.

First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.

What We Offer By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All.

You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.
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