Job Family
IT Operations
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. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests.
Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment — one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.
Who We Are
We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life.
Today, we’re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what’s important to them.
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.
What We Do
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.
Transamerica employs nearly 7,000 people. It’s part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide.* For more information, visit
transamerica.com
.
Job Description Summary
Global Technology Services (GTS) is Aegon’s global IT partner that provides infrastructure services, information security and global/corporate application support for Aegon’s businesses around the world.
From 6 locations in the US, the Netherlands, UK, and Hungary, we support 20+ country units and 24000+ employees in the world. Our support consists of a wide range of centralized global IT services such as programming, database management, project management, agile/dev/ops, and more.
We continue to maximize the value from having a clear digital and data technology platform strategy that extends our ecosystem, as an approach to digitization, enhancing customer experience, and improving operational efficiency.
All of these teams work closely together to provide innovative and digital solutions as well as critical technology support. This is essential for enabling Aegon’s businesses around the globe to be innovative, digital and competitive, efficient, and effective, and to provide the best solutions and customer experience for our customers and shareholders.
Job Description
Job Description Summary:
This position will be part of the GTS Production Support function, working within the Change Enablement team which is responsible for defining, implementing, and managing the Global Change practice.
The team establishes and governs Change Enablement standards, works with all business units to define KPI’s, and supports the continuous improvement lifecycle of delivering Change. The team is globally located and utilizes an agile framework with a Product Owner. The Product Owner (PO) works closely with other ITSM PO’s, the ITSM Product Manager, and business stakeholders to prioritize work across the Production Support area. The organization utilizes ServiceNow software branded as ASK for ITSM disciplines. From high-level design of projects to detailed design and delivery of individual components, it is the Lead Change Manager’s responsibility to create, deliver and support both internal and external initiatives and on-going support.

What You Will Do:

• Fully comprehends change policy, operational process, and procedure requirements.
• Knows customer’s business, processes, and key contacts.
• Provides leadership and training of processes to the team.
• Analyzes change data to identify trends.
• Ensures tickets are updated in a timely manner and meet quality standards.
• Oversees change tickets to ensure KPIs are met.
• Reviews change ticket quality for accurate risk assessment and service improvement opportunities.
• Recommends improvement opportunities and collaborates with the Product Owner to prioritize them.
• Facilitates continual improvement and refinement of change enablement processes.
• Works with the Release Management team to streamline the end-to-end process for deploying changes.
• Advocates for a Global Change Enablement process.
• Resolves conflicts of prioritization and resource assignment.
• Aligns products with company global strategy through regular communication with customers, stakeholders, and product management.
• Responsible for the overall efficiency and effectiveness of the change process.
• Works independently with minimal guidance.
• Researches and evaluates best practices and customer insights to inform product vision and strategy.
• Participates in system demos and provides story/feature acceptance based on pre-agreed criteria.
• Contributes to the product roadmap and backlog in collaboration with the team.
• Collaborates proactively in ceremonies, builds relationships with stakeholders, and facilitates difficult conversations.
• Performs difficult assignments requiring originality and problem-solving.
• Complies with information security policies.
• Exhibits leadership skills.
• Mentors and provides guidance to others on processes and procedures.

What You Will Need:

Qualifications

• Bachelor’s degree in computer science or related degree or equivalent work experience and minimum of 6-8 years technical enterprise work experience.
• ITIL qualified, minimum ITIL4 foundation.
• Experienced working in Change Enablement using ITIL framework
• ServiceNow experience.
• Excellent verbal and written communication skills.
• Excellent time management skills including the ability to juggle multiple priorities simultaneously.
• Experience with Project Delivery
• Strong decision making and problem-solving skills.
• Ability to stay committed to the task even during times of frequent change or information delays.
• Comfortable working with multiple teams, in-house and remote.
• Accurate and precise attention to detail.
• Able to build strong interpersonal relationships with teammates, leadership, senior management, and internal and external stakeholders.
• Proficient computer skills, Microsoft Office Suite; working knowledge of software development. Solid knowledge of project management methodologies; able to manage mid-size projects or projects of some complexity.
• Advanced in the application of core behaviors; proficient in the application of additional behavioral competencies.

Preferred

• Experience of Release and Deployment Management using ITIL framework
• Experience working with diverse cultures on an international level.
• Solid understanding of the product lifecycle.
• Experience with agile methodologies, technical understanding of products, and up to date on industry standards and best practices
• Experience with JIRA or a similar agile product management toolset. Track record of continued and recent education in agile, including training, conferences, user groups and self-study.
• Experience as a collaborative leader.

Working Conditions
Office Conditions or remote working
Compensation
The Salary for this position generally ranges between $100,000 - $125,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) 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 Plan/Individual Performance and is at the Company’s discretion
Our commitment to inclusion & diversity means that we value differences. We encourage the unique perspectives of persons and are dedicated to creating a respectful and inclusive work environment.
What We Offer
For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.

Compensation Benefits

• Competitive Pay
• Bonus for Eligible Employees

Benefits Package

• Pension Plan
• 401k Match
• Employee Stock Purchase Plan
• Tuition Reimbursement
• Disability Insurance
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employee Discounts
• Career Training & Development Opportunities

Health and Work/Life Balance Benefits

• Paid Time Off starting at 160 hours annually for employees in their first year of service.
• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
• Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
• Adoption Assistance
• Employee Assistance Program
• College Coach Program
• Back-Up Care Program
• PTO for Volunteer Hours
• Employee Matching Gifts Program
• Employee Resource Groups
• Inclusion and Diversity Programs
• Employee Recognition Program
• Referral Bonus Programs

Inclusion & Diversity
We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We’re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women.
To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all.
Giving Back
We believe our responsibilities extend beyond our corporate walls. That’s why we created the
Aegon Transamerica Foundation
in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.
Transamerica’s Parent Company
Aegon

acquired the Transamerica business in 1999. Since its start in 1844, Aegon has grown into an international company serving more than 23.9 million people across the globe.* It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.

• As of December 31, 2023

What You Will Do:

• Fully comprehends change policy, operational process, and procedure requirements.
• Knows customer’s business, processes, and key contacts.
• Provides leadership and training of processes to the team.
• Analyzes change data to identify trends.
• Ensures tickets are updated in a timely manner and meet quality standards.
• Oversees change tickets to ensure KPIs are met.
• Reviews change ticket quality for accurate risk assessment and service improvement opportunities.
• Recommends improvement opportunities and collaborates with the Product Owner to prioritize them.
• Facilitates continual improvement and refinement of change enablement processes.
• Works with the Release Management team to streamline the end-to-end process for deploying changes.
• Advocates for a Global Change Enablement process.
• Resolves conflicts of prioritization and resource assignment.
• Aligns products with company global strategy through regular communication with customers, stakeholders, and product management.
• Responsible for the overall efficiency and effectiveness of the change process.
• Works independently with minimal guidance.
• Researches and evaluates best practices and customer insights to inform product vision and strategy.
• Participates in system demos and provides story/feature acceptance based on pre-agreed criteria.
• Contributes to the product roadmap and backlog in collaboration with the team.
• Collaborates proactively in ceremonies, builds relationships with stakeholders, and facilitates difficult conversations.
• Performs difficult assignments requiring originality and problem-solving.
• Complies with information security policies.
• Exhibits leadership skills.
• Mentors and provides guidance to others on processes and procedures