Service Management Analyst

Together we strive for everyone's opportunity towards a better financial future.

Together we stand up for and champion everyone's access to opportunity. We strive for better together. We advocate for everyone and not against anyone. Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with - and those we acquire throughout our lives - are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision to be America's Retirement Company®.

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Profile Summary:
Responsible for managing tasks associated with daily execution of a Change Management process, from intake to post implementation review. A point of accountability for the performance of Change Management that support the achievement of moderate-to-complex unit or corporate goals.

Profile Description:• Evaluates process adherence as documented in the written IT Change Management Policy document.• Responsible for applying general ITSM knowledge, skills, tools and techniques to deliverables, processes and systems in order to meet expectations.• Responsible to handle high risk escalations, customer communication, triage, impact assessment and resolution management.• Able to research reported conflicts (aka, collisions) reported by ServiceNow• Able to facilitate Change Advisory Board (CAB) meetings with non-ITSM IT support teams to a published goal.• Able to apply critical thinking in understanding business and technical impacts, and expose risk clearly for governing bodies to consider.• Able to identify Root Cause of a failed change, and facilitate discussion between non-ITSM teams to remove the risk from the environment.• Able to provide timing options in consideration to Change and Release calendars to help non-ITSM service teams deliver their work.

Knowledge & Experience:• 5+ years experience in an ITSM role, 2+ years experience in IT Change or Release Management• 2+ years experience in ServiceNow, including awareness of the Configuration Management Database (CMDB).• Specific knowledge of ITSM Management processes and their interaction with other processes in the organization.• Familiar with process improvement methodologies.• Must be able to be "on call" as required as an escalation point to the primary on call.• Willing and able to take on other related responsibilities as required.• General understanding of IT Infrastructure/systems and Application management is plus.• Work with support teams and vendors as needed to investigate the customer issue.• Understand root cause to drive the prevention.• Ensure accurate reporting and trending is in place for on-going service improvements.• Skilled use of the Microsoft office suite and any technology background is plus.• ITIL v3/v4 foundation certified is preferred.

Critical Skills
At Voya, we have identified the following critical skills which are key to success in our culture: • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.• Team Mentality: Partnering effectively to drive our culture and execute on our common goals. • Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions. • Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

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Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That's why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan - with generous company matching contributions (up to 6%)
• Voya Retirement Plan - employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off - including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time - 40 hours per calendar year

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more aboutCritical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.

Reasonable Accommodations

We are committed to maintaining a diverse workforce. This commitment governs all decisions related to employment, including selection, development and compensation. It also includes an employee's request for reasonable accommodation. All employees will be treated in a manner free from discrimination or harassment. Voya is committed to providing equal employment opportunities for persons with disabilities, including reasonable accommodation when needed. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please see our resources for applicants with disabilities.

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