Selective Insurance Company of America

IT Senior Service Management Analyst

Experience (Years)
Information Technology
Full-Time Regular
FLSA Status
Job ID
Travel %
Relocation Cost


Selective is hiring a Sr. Service Management Analyst to participate in the design of and lead ITIL service management activities across Information Technology Services. Responsible for creation and design of IT Service Management processes metrics and reporting, and improvements to our IT Service Management platform and processes. Responsible for design and execution of both day-to-day operational service management activities, as well as the design of on-going improvements to our Service Management processes.  Positively impacts production services by managing and continuously improving change, incident, problem, capacity and performance management processes and tools, and helping to drive the adoption, utilization and proficiency of use with end users. Works with a diverse community of stakeholders, demonstrates superior customer-facing skills, acts as a mentor and partner in guiding end-users with the goal of ultimately ensuring faster ITSM adoption and the ability to adapt best-practices for use and adoption within enterprise. All job duties and responsibilities must be carried out in compliance with applicable legal and regulatory requirements.




Responsible for the creation, design, operation and effectiveness of the Service Management processes; , and others as applicable.


Designs and monitors the effectiveness of the investigation and analysis of Incidents to determine root cause and enhance future response, also to provide Problem resolution.



Designs and monitors the effectiveness of  the tracking of Service Management practices and procedures through their lifecycle in the company’s ITSM tool.


Designs, monitors the effectiveness of and participates in the creation and publishing of Service management reports and KPI’s.



Monitor the quality and effectiveness of the Service Management process and promote improvements.


Responsible for the creation and improvement of Service Management policy and procedures.


Provide ITIL guidance, education, and inspiration to the Infrastructure and Operations Service Management team, act as a mentor to lower level service management team members.  


Provide guidance and education where necessary to ensure all IT teams are following the Service Management process.


Organize, prepare, and chair any required meetings related to Service Management.


Other related duties as assigned.






  1. ITIL Service Practitioner Certification required.
  2. ITIL Intermediate Certifications; Service Operations and Service Transition required.
  3. ITIL Intermediate Certifications; Service Strategy, Service Design and Continual Service Improvement preferred.
  4. ITIL Expert Certification or working toward certification is preferred.
  5. Thorough and in depth understanding of modern, complex enterprise IT Infrastructure department needed.
  6. Excellent written and verbal communication skills in both business and technical communications.
  7. Excellent presentation skills, comfortable speaking in front of groups and conducting meetings with all levels of IT, business and external vendors.
  8. Excellent analytical skills, ability to understand, interpret, design, create, and present metrics to measure and demonstrate the impact of ITIL practices to the mission of the Enterprise.
  9. Ability to work in fast paced environment, with multiple technical and non-technical teams.
  10. Excellent time management and planning capabilities.
  11. Strong interpersonal and communication skills with the ability to be persuasive yet diplomatic.
  12. At least five years’ experience in a Service Management organization with experience in the core operational and transition processes.
  13. At least five years’ experience in an IT Infrastructure department.
  14. Experience with Monitoring tools and ITSM recording and metric reporting tools a plus.


Selective is an Equal Employment Opportunity employer. Selective maintains a drug-free workplace.




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