SeniorFull TimeEN
AAA Life is a respected and trusted American brand that has been focusing on Life Insurance and Annuity Products since 1969. At AAA Life we have over 1.8 million policies where we take pride in earning the trust of our policyholders who understand our promise to be there for them – and their families – when we’re needed most. By joining the AAA Life team, you are joining a company that genuinely cares about helping each other, with a devotion to protect the lives of those around us. We embrace a diverse, equitable, inclusive culture where all associates can feel a sense of belonging and use their unique talents and perspective to influence, innovate, motivate, and thrive.
The Senior ITSM Engineer is responsible for administration and development of ServiceNow. The primary responsibility for this role will include maintaining, upgrading our SaaS platform, and providing dashboard, metrics and other meaningful reports that assist in the day-to-day operations of the organization. The Senior ITSM Engineer will lead in the planning, designing, and implementation of metrics within ServiceNow. In addition, this role will partner with the business to add features and reports to improve business or operational efficiency.
How You’ll Work
Work Solution: Hybrid
Relocation Eligibility: Not Available
Lead and support ServiceNow upgrades, ensuring seamless transitions with minimal disruption.• Manage and configure the ServiceNow platform, including core modules such as Incident Management, Problem Management, Discovery, and Vulnerability Management.• Perform regular platform maintenance, including monitoring, troubleshooting, resolving issues, and maintaining licenses.• Design, develop, test, and implement business solutions and processes in ServiceNow, including gathering requirements and meeting with stakeholders.• Maintain data integrity within the ServiceNow platform by regularly auditing and updating configuration and asset information.• Design, develop, and implement new features or solutions that align with business needs.• Provide end-user training and support to maximize platform utilization.• Stay current with ServiceNow best practices, tools, and emerging features to ensure the platform remains optimized and secure.• Maintain integrations between ServiceNow and other systems such as ClickSend, SolarWinds, and external email.• Analyze and resolve repeat incidents and track resolution.• Create reports and gather data for external and internal audits as well as performance management.• Provide on-call support for Severity 1 issues for the ServiceNow platform.• Review and recommend the implementation of new functionality and/or system modules.• Maintain ServiceNow roadmaps.• Oversee and manage the comprehensive Incident, Change, and Problem Management process and environment.
• Bachelor’s degree in information technology or equivalent work experience• 7- 10 years’ experience in IT with at least 5 years of ITIL process and procedure experience• Experience managing advanced technical issues to resolution• 2 years’ experience in Development scripting - required • JavaScript experience – required• Vendor Certifications for ITSM Platform - ServiceNOW Certified System Administrator
While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel, talk, hear and concentrate. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.
This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodation will be made for otherwise qualified applicants as needed to enable them to fulfill these requirements.
We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.
AAA Life Insurance Company does not offer immigration sponsorship for this position. This includes visa types such as H-1B, TN, and STEM OPT. Please do not apply if you currently require or may require employer-sponsored immigration support now or in the future.
