ITSM Senior Analyst

at  Liberty Specialty Markets

DESCRIPTION & REQUIREMENTS

Role Title: ITSM Senior Analyst
Division: LII Technology Service Management
Department: GRS Technology – Liberty Insurance International (LII)
Location: London
Type (Permanent/FTC/Contract): Permanent
About the Department & Team
Liberty Insurance International (LII) and LM Re COO and CIO functions are co accountable to deliver and run Digital and Technology Capability and services across LIand LMRe brands and regions. LII works closely with Global Risk Solutions (GRS) technology teams to deliver innovative solutions and capabilities that leverage our technical expertise, business understanding and partnerships to enable market-leading performance world-wide.
The LII Technology Service Management team report into both LII and LM Re CIO as well as GRS Technology Resiliency & Engineering Excellence (REE) and are accountable for Service and Engineering Excellence as well as delivering a range of services such as Digital Workplace and Cloud & Engineering for bespoke LSM and LM Re Applications and Services.
About the Role
The ITSM Analyst is part of the Technology Service Management function and helps leads and enable the definition and improvement of ITSM capability. This role enables our Technology Change Delivery Portfolios as well as BAU service delivery teams by driving and owning appropriate ITSM Controls and Governance to assure secure, stable and performing technology services.
The role is co accountable to the GRS Tech REE Service Management Office and leverages existing Liberty Mutual enterprise service management process and controls capability, owning their localized implementation to support LSM, LM RE and LII Tech’s strategy. As well, the role leads on the necessary improvements to address gaps and recommendations across the wider Audit, Cyber and IT controls frameworks.

Key Responsibilities

• Provide appropriate service and ITSM process reporting on a regular basis to achieve targets, continuously improve and deliver excellent customer service
• Share best practice and coach on ITSM, increasing the internal body of knowledge.
• Develop quality, exec-ready management information, presentations, proposals, and reports
• Working as One-GRS, drive the necessary improvements to address gaps and recommendations relating to ITSM processes and controls.
• Build and maintain relationships with colleagues across LII and LM Re COO and CIO functions and run education sessions (‘Lunch & Learns’) to champion service excellence and our ITSM strategy and governance
• Oversee and evolve Change Management Practices as well as Chairing the Local LII CAB meetings.
• Support Service Delivery Team leads and Managers with robust ITSM practices and process support.
• Oversee and evolve Major and High Priority Incident Management
• Drive adoption of Problem Management and Continual Improvement
• Manage the lifecycle of Problems, co-ordinating timely identification of root cause and all related tasks across technology stakeholders
• Oversee and evolve the LII LM Re Change Management and CAB Act as an escalation point for major incident and problem management; Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensure appropriate risk and impact assessments are embedded and performed in Change Management and CAB processes
• Oversee and evolve the service introduction and transition practices
• Contribute to ITSM capability and service improvement roadmaps, enhancing service management processes, governance, tools, reporting and compliance
• Assist the Product Owner for ITSM Processes and Tooling maintain a backlog of all related initiatives aligned to LII Agile Portfolio Office
• Analyse IT performance data, providing insights and service improvement opportunities
• Support IT governance and audit requirements
• Actively manage risks and issues in the ITSM area, developing mitigation plans/actions and remediation planning sessions, logging and escalating where appropriate.
• Review practices to ensure consistency with policies, compliance regulations and control requirements, providing recommendations as needed and ensuring alignment with IT controls and strategy
• Develop and maintain Service management operational policies, standards, procedures, and guidelines where applicable

Skills and Experience

• Bachelor’s or Master’s degree in technical or business discipline or equivalent experience
• Experienced Service Management professional with at least 10 years of relevant experience, ideally in a dynamic, demanding and highly regulated financial services environment.
• ITIL (Information Technology Infrastructure Library) qualifications - preferably ITIL intermediate
• Excellent interpersonal and customer service skills with a passion for service excellence and a track record of continuous service improvement
• Excellent written and verbal communication and presentation skills, including the production of quality, visually appealing, exec-ready PowerPoint slides and reports as required.
• Strong organisational skills with an ability to balance and prioritise multiple initiatives at once, and to work under pressure when necessary
• Practical experience of working in an Agile team and culture

About Liberty International Insurance (LII) & Liberty Mutual Reinsurance (LM Re)
LII and LM Re are part of Global Risk Solutions and the broader Liberty Mutual Insurance Group, which is a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and customers in all major markets across the globe.

Our people are key to our success. That is why “Put People First” is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through:

• Offering a vibrant and inclusive environment and committing to their career development.
• Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment.
• Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals.
• A supportive culture, which includes promoting a healthy work-life balance and working flexibly.

For more information, please follow the links below:
https://www.libertyspecialtymarkets.com/gb-en/careers/working-for-us
https://www.libertyspecialtymarkets.com/gb-en/careers/diversity-inclusion-wellbeing/diversity-and-inclusion

• Provide appropriate service and ITSM process reporting on a regular basis to achieve targets, continuously improve and deliver excellent customer service
• Share best practice and coach on ITSM, increasing the internal body of knowledge.
• Develop quality, exec-ready management information, presentations, proposals, and reports
• Working as One-GRS, drive the necessary improvements to address gaps and recommendations relating to ITSM processes and controls.
• Build and maintain relationships with colleagues across LII and LM Re COO and CIO functions and run education sessions (‘Lunch & Learns’) to champion service excellence and our ITSM strategy and governance
• Oversee and evolve Change Management Practices as well as Chairing the Local LII CAB meetings.
• Support Service Delivery Team leads and Managers with robust ITSM practices and process support.
• Oversee and evolve Major and High Priority Incident Management
• Drive adoption of Problem Management and Continual Improvement
• Manage the lifecycle of Problems, co-ordinating timely identification of root cause and all related tasks across technology stakeholders
• Oversee and evolve the LII LM Re Change Management and CAB Act as an escalation point for major incident and problem management; Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensure appropriate risk and impact assessments are embedded and performed in Change Management and CAB processes
• Oversee and evolve the service introduction and transition practices
• Contribute to ITSM capability and service improvement roadmaps, enhancing service management processes, governance, tools, reporting and compliance
• Assist the Product Owner for ITSM Processes and Tooling maintain a backlog of all related initiatives aligned to LII Agile Portfolio Office
• Analyse IT performance data, providing insights and service improvement opportunities
• Support IT governance and audit requirements
• Actively manage risks and issues in the ITSM area, developing mitigation plans/actions and remediation planning sessions, logging and escalating where appropriate.
• Review practices to ensure consistency with policies, compliance regulations and control requirements, providing recommendations as needed and ensuring alignment with IT controls and strategy
• Develop and maintain Service management operational policies, standards, procedures, and guidelines where applicabl