IT Service Management (ITSM) Solutions Integrator Lead at USAA (San Antonio, TX)

| San Antonio, TX
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Purpose of Job

We are seeking a talented IT Service Management (ITSM) Solutions Integrator Lead for our San Antonio, TX, Plano, TX or Phoenix, AZ facility. This position may also have the option of working remotely in the U.S.

USAA values a culture that is highly collaborative, and we have found that a hybrid work type helps employees gain the best of both worlds - collaborating in-person in the office and working from home when needed to achieve focused results. The actual days' onsite are resolved between each employee and the employee's manager.

The candidate selected for this position will work on a highly experienced team skilled in ITIL best practice processes within the Enterprise IT Business Services department. They will utilize the ServiceNow ITSM platform to automate these practices, delivering lasting value to USAA employees.

Partners with cross-functional teams, in the application of process engineering principles to design and/or optimize business processes and their overall performance. Responsible for consistently executing the Business Process Management (BPM) strategy within Enterprise Chief Information Office or across the Enterprise. Executes process improvement projects that sustainably improve member and employee experiences and business deliverables. Identifies and manages existing and emerging risks that stem from business activities and ensures risks associated with business activities are effectively identified, measured, monitored, and controlled. Follows written risk and compliance policies and procedures for business activities.

Job Requirements

About USAA

USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

About USAA IT

Our most meaningful qualification isn't technical, it's human. Here, we don't just sit in front of a screen. We stand behind our 13 million members who rely on us every day.

We're proud of USAA's strong history -- and we're even more passionate about our future. That's why we have a team of supportive and collaborative hardworking technology professionals focused on doing more for our members. And why we're continuing to add innovative problem solvers to our team. With us, you'll find exciting challenges that inspire you to continue learning and growing.

Tasks:
  • Identifies and manages existing and emerging risks that stem from business activities and the job role.
  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
  • Follows written risk and compliance policies, standards, and procedures for business activities.
  • Leads Process Improvement projects that deliver measurable cost savings, improved quality, or increased production.
  • Builds commitment to business process management and improvement through a focus on effective process development, integrated project/change management and implementation.
  • Analyzes and identify process improvement opportunities and partner with key stakeholders to scope and ensure alignment with strategic priorities.
  • Serves as a technical leader in the deployment of Business Process Management (BPM) through the application of process improvement methodologies (Six Sigma, LEAN, and basic problem solving).
  • Trains, coaches, and mentors team members on best practices regarding Process Improvement tools, methodologies, and team leadership.
  • Works with stakeholders to ensure projects achieve intended results, where risks are proactively identified and mitigated, and benefits are validated.


Minimum requirements:
  • Bachelor's degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
  • 8 years of professional business experience with 4 years of process improvement work experience.
  • Strong, proven experience with leadership, business acumen, problem solving, critical thinking, and analytical skills in financial services or other highly regulated industry.
  • Expert-level ability to influence and affect change at all levels of the organization.
  • Solid track record in leading cross-functional teams and projects and successfully delivering results.
  • Green Belt certification (one which required successful implementation of a process related project that solved a business problem/improved business performance); OR demonstrated completion of 3 Lean/Six Sigma projects.


Preferred experience:
  • Experience and accountability for executing projects related to ITSM process improvements, technology solutions, or supporting activities.
  • Demonstrated ability to coach, mentor and support other ITSM professionals.
  • ITIL certification in Foundation (Intermediate or higher preferred) in V3 (V4 preferred)
  • Experience in using ITSM tools for automation of ITSM processes (ServiceNow preferred)


The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Compensation: USAA has an effective method for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market position. The salary range for this skill is: $135,200.00 - $243,500.00 *

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.

Shift premium: will be addressed on an individual-basis for applicable roles that are consistently scheduled for non-core hours.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

Please click on the link below for more details.

USAA Total Rewards

Relocation assistance is Not Available for this position.
More Information on USAA
USAA operates in the Insurance industry. The company is located in Phoenix, AZ, Colorado Springs, CO, Plano, TX, San Antonio, TX, Austin, TX, Tampa, FL, Tampa, FL and Chesapeake, VA. USAA was founded in 2022. It has 35000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Mental Health Benefits. To see all 66 open jobs at USAA, click here.
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