Sr. ITSM Analyst

| Denver, CO, USA | Hybrid
Employer Provided Salary: 75,000-90,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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$75000 - $90000 / year

Vertafore is a leading technology company whose innovative software solutions are advancing the insurance industry. Our suite of products provides solutions to our customers that help them better manage their business, boost their productivity and efficiencies, and lower costs while strengthening relationships.

Our mission is to move InsurTech forward by putting people at the heart of the industry. We are leading the way with product innovation, technology partnerships, and focusing on customer success.

Our fast-paced and collaborative environment inspires us to create, think, and challenge each other in ways that make our solutions and our teams better.

We are headquartered in Denver, Colorado, with offices across the U.S., Canada, and India

Application deadline: 6/12/2024


Vertafore is looking for an Sr. ITSM Analyst to join our SaaS Operations organization. The Sr. ITSM Analyst will play a crucial role in ensuring the efficient and effective delivery of IT services within our organization. You will collaborate with cross-functional teams, analyze processes, and lead continuous improvement efforts. If you are enthusiastic about optimizing IT service management and have strong analytical skills, this role might be a great fit for you. 

The role will focus on technology and SaaS products, change, problem, incident, and knowledge management. We are looking for someone to champion the change management process, related policy and procedures documentation, metrics, reports, and lead the CAB (Change Advisory Board). This person would support day-to-day activities of problem and major incident management, including reporting and compliance.


Core Requirements and Responsibilities:  

Essential job functions may include but are not limited to the following: 


  • Drive all aspects of our Global IT Change Management process and host the weekly Change Approval Board meetings 

  • Facilitate discussions and provide guidance during the change approval meetings to ensure a thorough review of change requests 

  • Champion continuous improvements of governance for Change Management, Incident Management, and Problem Management based on best practices from the ITIL Framework. 

  • Provide guidance and leadership for P1/P2 incident management as and when needed, and conduct the problem management processes 

  • Be a dependable partner in extraordinary situations such as Major Incidents. You can guide our teams through Major Incidents and Problem Management 

  • Continuously review and improve major incident recovery processes and procedures

  • Facilitate root cause analysis of issues with recommendations / follow up on resolution and improved process 

  • Create, update, or maintain problem and problem task details in ServiceNow 

  • Author and provide support to customer facing RCA documentation when needed 

  • Document and regularly update procedural documents and more to ensure the documents are current and meet the enterprise requirements 

  • Define and create periodic KPI reports using ServiceNow for ease of monitoring ITSM trends 

  • Maintain process and checklist to support TSO readiness of service transitions to production 

  • Fulfill compliance inquiries for SOC and SOX audit response as needed 

  • Use ServiceNow to conduct regular change, problem, and incident audits to ensure compliance with defined processes 

  • Educate teams and leaders on internal controls for problem, change, and incident, documentation needs and more 

  • Identify and implement automation of common actions or tasks 

  • Monitor and report on product uptime statistics, using data captured in ServiceNow 

  • Adhere to and promote Service Level Agreements internally and externally

  • Guide ITSM to align with industry best practices (such as ITIL) and organizational goals 

  • Advocate the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB, and other IT Service Management processes 

  • Operate under ITSM to support departmental controls, policies, and procedures

  • Participate in assigned projects and tasks 

Knowledge, Skills, and Abilities:


  • Minimum of five years direct experience in ITSM space that includes Change, Problem, Knowledge, and Incident Management experience. 

  • Strong knowledge of ITIL v3 or above, ServiceNow, or other ITSM related certifications

  • Exceptional data analysis and graphical data representation skills to prepare insightful reports 

  • Robust communication skills (oral, written & presentation) and the ability to follow direction both on-site and remote with attention to detail in assigned tasks 

  • Great people skills, and the ability to work with others from diverse backgrounds and skillsets 

  • Microsoft skills including Word, Excel, PowerPoint, and Windows is required 

  • Established ServiceNow experience preferred 

  • Strong organizational and planning skills, ability to work independently to deliver consistent results 

  • Excellent analytical and problem-solving skills with strong attention to detail 

  • Proven ability to handle multiple priorities in a demanding environment 





  • Minimum of five years of experience in Change Management, Problem management, Knowledge Management, and Incident Management, following ITIL practices 

  • Minimum ITIL v3 Certification



Additional Requirements and Details:


  • The occasional need to work a flexible schedule to support initiatives or emergencies 

  • A team player with collaborative and customer centric work ethics 

  • A reliable internet connection and workspace 

  • Frequent repetitive hand and arm movements required to operate a computer 

  • Specific vision abilities required by this job include close vision (working on a computer, etc.) 

  • Frequent sitting and/or standing 

  • #LI-Hybrid


The Vertafore Way

Insurance is about relationships, and technology should make those relationships stronger. That's why, at Vertafore, it's our mission to transform the way the industry operates by putting people at the heart of insurance technology. By focusing on our customers, becoming better every day, and delivering results you can see, we provide the level of trust and security that insurance is all about.

· Bias to Action: We're united by an innate drive to take action and make a difference in the technology and insurance spaces.

· Win Together: We work together as one team, showing empathy and respect along the way.

· Show Up Curious: We work to challenge one another to push boundaries and think beyond the box.

· Say It, Do It: We honor every one of our commitments because integrity is important to us.

· Customer Success is Our Success: We cultivate authentic relationships and follow up by actively listening to their needs.

· We Love Insurance: We appreciate the impact insurance has on the world.

Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!

Vertafore is a drug free workplace and conducts preemployment drug and background screenings.

The selected candidate must be legally authorized to work in the United States.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities, duties, skill, or working conditions. In addition, this document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.

We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.

Vertafore is a Flexible First working environment which allows team members to work from home as often as you’d like, while using our offices as a place for collaboration, community, and teambuilding. There are times you may be asked to come into an office and/or travel for specific meetings for a specific business purpose and this varies by job responsibilities.

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Technology we use

  • Engineering
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • ReactLibraries
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • AWS (Amazon Web Services)Services

What are Vertafore Perks + Benefits

Volunteer in local community
Vertafore offers employees 1 paid day to volunteer at the non-profit of their choice.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
President's club
Employee awards
Remote work program
Vertafore is a Flexible First working environment which allows team members to work from home as often as you’d like while using our offices as a place for collaboration, community, and team buildin
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Vertafore employees can contribute up to $2750 annually to their FSA.
Disability insurance
Disability insurance covers 100% of annual salary for up to 90 days of disability.
Dental insurance
Our dental plan covers $1500 of expenses per person.
Vision insurance
The vision benefits plan covers 100% for annual eye exams with $175 for glasses or contact lenses.
Health insurance
Vertafore offers three different health plans to meet the needs of our employees.
Life insurance
Pet insurance
We offer a Pet Insurance plan through Nationwide.
Wellness programs
Team workouts
Vertafore's team fitness initiatives include in-office yoga, a partnership with Planet Fitness, and other recreational team sports.
Mental health benefits
Financial & Retirement
401(K) matching
Vertafore provides employees with a 401(k) matching plan managed by [provider]. We match up to 50% of contributions up to 3% of an employee's annual gross pay.
Employee stock purchase plan
Performance bonus
Pay transparency
Child Care & Parental Leave
Generous parental leave
Family medical leave
Adoption Assistance
We reimburse up to $2,500 for eligible adoption expenses and 6 weeks of paid leave.
Company sponsored family events
Vertafore sponsors family oriented events semi-annually.
Vacation + Time Off
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Bereavement leave benefits
Company-wide vacation
Every year on the second Friday in April, our company shuts down for "Refresh & Recharge Day." It's a day to unplug and get back to what you love outside of work.
Office Perks
Commuter benefits
Company-sponsored outings
Vertafore hosts company outings annually.
Free snacks and drinks
In various areas of the office, Vertafore provides weekly fresh fruit services, bagels and donuts on specified days, as well as snacks and drinks.
Some meals provided
We provide free breakfast on Mondays and Fridays.
Company-sponsored happy hours
Recreational clubs
Vertafore sponsors recreational clubs that include sports, board games, video games, book clubs, etc.
Home-office stipend for remote employees
Onsite gym
Professional Development
Tuition reimbursement
Our tuition reimbursement plan offers an annual max of $5,250.
Lunch and learns
Promote from within
Mentorship program
Vertafore's mentorship framework is an independently led experience between a mentee and a mentor. Resources are ongoingly provided to start this relationship and keep it successful & valuable.
Online course subscriptions available
Personal development training

Additional Perks + Benefits

We felt like the stretch of no three day weekends from Feb - May was too long, so we added our own holiday! We celebrate Vertafore Rest and Recharge day in April, and the whole company has a long weekend.

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