IT Operations Specialist

As a member of the Global IT Support team you will help deliver quality, globally-consistent, and cost-effective IT support services to our worldwide end-user population. You will help drive quick, effective resolution of service process issues and be responsible for IT’s knowledge assets. Your role is integral in the connection between IT support groups and end users, and will help shape the future of IT support operations. 

Company
Munich Re America Services
Location
Hartford , United States

Your job: 

• Integral member of a global team with common processes and goals; works closely with the Service Desk and Onsite Support Service Managers
• Quick, effective resolution to end user escalations, complaints and service process issues; focused on non-Major and single user issues; point of contact for IT contacts, IT coordinators, IT management and other key stakeholders
• Ensures knowledge is actionable, consumable and ‘real-time’ (available when needed); audience ranges from self-service to Service Desk to enabling other support areas to capture their knowledge; helps retain ownership of knowledge within Munich Re
• Assists with Incident processing when responsibilities that are not clear or services cross providers; may assist with incident lifecycle management
• Works closely with all major project and product teams to ensure the required changes and updates are documented in the ITSM knowledgebase and assist with the set-up of the relevant support processes
• Works with service owners and providers to shift work left (to less expensive channels and resources, including self-service). May assist with documenting processes, escalations and decision trees
• Facilitates IT’s adoption of the knowledge-centered service (KCS) process by providing coaching, reporting and feedback loops
• Follows and supports corporate, Information Technology Infrastructure Library (ITIL) and Knowledge Centered Service (KCS) standards  

 

Your profile:

• Three years’ work experience in an insurance or equivalent corporate environment with a solid overview of current IT architecture, infrastructure and business critical applications desired
• Customer focused with demonstrated customer service skills including a professional and positive attitude
• Strong communication and interpersonal skills (including written in English)
• Can work independently with minimal direction; leads by example
• Ability to lead an ad-hoc team (team and relationship building)
• Functional knowledge of computer technologies
• Manages multiple priorities and tasks
• Analytical skills and attention to detail
• Appropriate sense of urgency with a demonstrated ability to deliver
• Punctuality and effective time management skills