Company URL: https://www.berkleytechnologyservices.com/

Berkley Technology Services (BTS) is the dynamic technology solution for W. R. Berkley Corporation, a Fortune 500 Commercial Lines Insurance Company. With key locations in Urbandale, IA and Wilmington, DE, BTS provides innovative and customer-focused IT solutions to the majority of WRBC’s 60+ operating units across the globe. BTS’s wide reach ensures that ideas and opinions are considered at every level of the organization to guarantee we find the best solutions possible.

Driven by a commitment to collaboration, BTS acts as consultants to our customers and Operating Units by providing comprehensive solutions that not only address the challenge at hand, but proactively plan for the “What’s Next” in our industry and beyond.

With a culture centered on innovation and entrepreneurial spirit, BTS stands as a community of technology leaders with eyes toward the future -- leaders who truly care about growing not only their team members, but themselves, and take pride in their employees who shine. BTS offers endless ways to get involved and have the chance to grow your career into a wide range of roles you'd never known existed. Come join us as we push forward into the future of industry leading technological solutions.

Berkley Technology Services: Right Team, Right Technology, Simple and Secure.

The Problem Management Analyst is responsible for managing problems using preventative methods and identifying underlying causes to help prevent future issues. They coordinate, standardize, and lead all problem management activities ensuring root cause, prevention identification and completion of follow-up tasks. As key stakeholders, they are actively engaged in the high priority incident management process and are responsible for ensuring permanent solutions are implemented.  They actively participate in the change management process to help evaluate the change’s impact and limit potential risk. 

• Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified.
• Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution. 
• Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes.
• Coordinate, convene and facilitate major incident and problem review meetings.
• Ensure the required teams are engaged and encourage active and positive participation.
• Ensure the problems progress through the Problem Management process in a timely and prioritized fashion.
• Develop trend analysis and prepare service improvement plans to address identified gaps.
• Ensure recurring incident resolution is addressed with urgency.
• Manage and maintain information stored in the problem database (ServiceNow)
• Actively participate in CAB meetings to review and evaluate changes to the IT environment.

Participation in High Priority incident management calls in a rotating Incident Manager role

• Minimum of 4 years progressive IT enterprise level experience in a 24/7 service provider/support organization
• ITIL v3/v4 certified
• Strong leadership qualities and facilitation skills with the ability to lead large groups of technical and operational support through assessment and mitigation activities, facilitate effective bridge lines, and provide required detailed documentation and follow up.
• Excellent interpersonal, collaboration and oral and written communication skills.
• Demonstrated analytical and problem-solving ability.
• Familiarity with the following technologies or concepts: ITSM (IT Service Management) platforms such as ServiceNow.
• Strong knowledge of problem management processes and best practices, preferably within an ITIL framework
• Familiarity with the Configuration Management Database (CMDB) and data management best practices
• Experience in process improvement identification, recommendations, and implementation
• Strong problem-solving and analytical skills, with the ability to identify and resolve complex problems efficiently.
• Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels.
• Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects.
• Able to manage relationships with peers and managers as it relates to support and services.
• Ability to navigate complexity and create collaborative, cross-functional solutions.
• Bachelor’s degree from an accredited college in computer science, engineering, or a related field and/or a combination of education and equivalent experience

Behavioral Core Competencies

• Active Listening
• Critical Thinking
• Customer Service Oriented
• Influential
• Operational Effectiveness
• Relationship Building

 The Company is an equal employment opportunity employer.