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.



  • Develops Standard Operating Procedures (SOPs) to support IT Department
  • Provides input on strategic and tactical efforts
  • Uses knowledge, experience and best practices to answer questions for users and customers that are designated as complex, referred to by less experienced roles, focus on urgent/highest priority
  • Facilitates detailed analysis of complex issues and generate workable solutions
  • Participates in root cause analysis
  • Presents alternative solutions to end-user and management
  • Recommends and implement the best solution
  • Works cross-functionally, as necessary
  • Documents issue resolution and follow-up with management and other departments when necessary to prevent recurrence
  • Responds to requests via multiple sources such as ticketing system, phone and email. Generates activity and status reports
  • Analyzes localized metrics
  • Ensure that the process performed is in accordance with the documented process
  • Suggests process improvements and best practices, identifies new areas to be measured
  • Proposes mitigation plans for identified risks and issues
  • Mentors co-workers within understood expertise



  1. ITIL Service Practitioner Certification required.
  2. ITIL Expert Certification or working toward certification is preferred.
  3. Thorough and in depth understanding of modern, complex enterprise IT Infrastructure department needed.
  4. Excellent written and verbal communication skills in both business and technical communications.
  5. Excellent presentation skills, comfortable speaking in front of groups and conducting meetings with all levels of IT, business and external vendors.
  6. 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.
  7. Ability to work in fast paced environment, with multiple technical and non-technical teams.
  8. Excellent time management and planning capabilities.
  9. Strong interpersonal and communication skills with the ability to be persuasive yet diplomatic.
  10. At least five years’ experience in a Service Management organization with experience in the core operational and transition processes.
  11. At least five years’ experience in an IT Infrastructure department.
  12. 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.




Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed