Sr IT Service Management and Compliance Analyst

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 Follow Major Incident and Problem Management processes to drive high priority incident resolution efforts, root cause analyses, and problem remediation to implement a permanent fix in the production environment. Provide guidance to various technical teams during high priority ongoing incidents and the problem management phases of the service management lifecycle, leveraging best practices according to the ITIL framework. Job Description Responsibilities Act as a major incident manager during critical incidents, crises, and other broadly impacting events. Manage incident bridge calls, facilitate incident chats with close to real time information, draft and send timely communications, escalate to senior management and drive work-streams to mitigate an incident. Facilitate industry-standard Root Cause Analysis (RCA) exercises as a result of critical incidents and initiating the Problem Management cycle. Collaborate with architecture, DevOps, and Infrastructure teams to identify the root cause for recurring incidents and create action plans for resolution. Interact directly with IT leaders, managers and key stakeholders to proactively communicate status on active major incidents or problem investigations. Record, coordinate, and report on progress of problem tasks from post incident reviews, and RCA's . Develop and enrich restoration procedures to mitigate future outages and business disruptions. Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization. Work towards continuous service improvement. Establish metrics and reporting with contributions from ITSM process owners. Define critical success factors and key performance indicators (KPI) for the processes. Track and analyze trends and generate statistical reports. Perform trend analysis to anticipate potential problems for proactive resolution. Write timely and accurate executive style technical communications. Provide detailed notes of highly visible production issues on a timely basis to senior management. Send executive communications to a global audience to provide accurate details of incidents and impact to the business. ​ Qualifications Bachelor's degree in information technology, computer science or related discipline, or equivalent experience Five years of technology and related management experience, including IT Service Management experience Three years of incident/problem management experience Experience working with cross-functional teams and staff of all levels including managed service providers Familiarity with System Development Lifecycle Methodology (SDLC) Experience developing and providing SLAs & KPI's Flexibility and willingness to support a 24x7 global operation via off-hours support, on-call availability, or other as needed per rhythm and needs of the business Strong problem-solving skills and process oriented thinking Ability to prioritize and multi-task in a dynamic changing agile environment with tight deadlines Relationship building skills to work across a diverse global organization, coordinate cross-function teams towards completion, and facilitate consensus across key IT personnel ​ Preferred Qualifications ITIL v3/4 certification, or formal training in

ITIL/ITSM

Financial Services/Insurance industry background Working Conditions Hybrid-Office Environment (Tuesdays, Wednesday, Thursdays) Occasional Travel