To be responsible for establishing and executing the organization's IT Service Management function, ensuring that IT services are delivered reliably and consistently. To oversee the coordination of major incidents, drive problem management, and maintain queue health to minimize business disruption. To drive continual service improvement by building the company's knowledge management practice, developing data-driven reporting capabilities, and championing a culture of informed decision-making. To work cross-functionally, this role partners with teams across the organization to design and implement customer-oriented processes and workflows. To be highly adaptable, relationship-driven, and results-oriented.  To be comfortable building structure from scratch as they are running established operations.

Oversee the major incident coordination process - ensuring the right people are engaged, communications to stakeholders are timely and accurate, resolution efforts are progressing, and that coordinators or technical leads are effectively driving each incident to closure.

Lead major incident reviews, documenting findings, identifying root causes, and tracking corrective actions to completion.

Own the end-to-end problem management process, identify trends from incident data, managing known errors, and working with technical teams to drive permanent fixes that prevent recurrence.

Monitor and manage IT service queues to ensure tickets are properly triaged, prioritized, and progressing - intervening to unblock stalled work and maintain agreed service levels.

Required:

• Bachelor's degree required or equivalent work experience may be considered.
• 3 years of experience in any role that required cross-functional collaboration, process coordination, or working across multiple teams required.

Preferred:

• Direct ITSM experience preferred.
• Pursuing ITIL 4 Foundation or similar credentials is strongly preferred.

Note: This is a Hybrid position working both remotely (from the state of Michigan), and in the Farm Bureau Home Office located in Lansing, Michigan)

May consider an IT Service Management Analyst based on level of experience.

PM19