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Generali Global Assistance




Generali Global Assistance is hiring a Remote Senior Software Developer- Java

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Generali Global Assistance is hiring a Remote Technical Lead- Project Pod Software Developer

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Generali Global Assistance is hiring a Remote AWS Cloud/DevOps Engineer

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Generali Global Assistance is hiring a Remote Lead Software Application Developer

The Lead Software Developer’s role is to design, develop, test, analyze, and maintain software solutions in support of the achievement of business requirements. Direct leadership of both internal and contractor team members will be part of your daily focus. This includes designing, writing, coding, testing, and analyzing new and existing software programs and applications.  This position will require working with Business partners, Business Analysts and Project Managers to define and validate functional specification and requirements, to propose best technical solution to address the needs, and to design, document, and modify technical specifications throughout the production lifecycle.  

Principal Duties and Responsibilities:  

Leadership – 50% 

  • Directing the development team in the design, development, coding, testing and debugging of applications 

  • Planning and documenting technical specifications for features or system design 

  • Liaise with IT Team to assist in resolving problems with software products or company software systems 

  • Generate statistics and write reports for management and/or team members on the status of the programming process 

  • Collaboration between Development, QA, DevOps to ensure a SDLC that delivers scalable, performing, quality deliverables to our partners 

  • Mentoring junior team members and ensuring they adhere to determined software quality standards 


Software Development – 25% 

  • Consistently design, write, translate, code, test and monitor software programs and applications according to specifications and the purposes of correcting errors, isolating areas for improvement, and general debugging 

 

Project Coordination and Support - 25%   

  • Collaborate with internal project management team in conceptualizing and development of new software programs and applications 

  • Assist in the definition, development, and documentation of software’s business requirements, objectives, deliverables, and specifications on a project-by-project basis in collaboration with internal users and departments 

  • Assist in defining software development project plans, including scoping, scheduling, and implementation 

  • Analyze and assess existing business systems and procedures 

Required / Desired Knowledge, Experiences and Skills: 

  • 3-5 years’ experience 

  • Strong experience with PHP, CodeIgniter, Docker, Word Press  

  • Strong practitioner of Agile methodology applications to SDLC 

  • Prior experience interviewing end-users for insight on functionality, interface, problems, and/or usability issues 

  • Excellent understanding of design patterns, coding methods and best practices 

  • Hands-on experience developing test cases and test plans 
  • Understand principles and best practices of RESTful development 

  •  Databases: MSSQL, MySQL 

  • Leverage JavaScript Frameworks like React.JS, jQuery and Angular 

  • Knowledge of the CICD, Pipelines, Jenkins, GIT, versioning and release management best practices 

  • Working knowledge of Windows, Composer and IIS Setup 
  • A plus: 

  • Knowledge of applicable data privacy practices and laws 

Education/Certifications: 

  • Bachelor’s Degree in computer science, information systems or related field preferred 

Physical Working Environment: 

While performing the duties of this job, the employee is required to stand; walk; sit for long periods of time; use of hands to grasp, handle, or feel; reach with hands and arms; finger dexterity; talk; hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. 

 

The above statements are intended to describe the general nature of work being performed by people assigned to this classification.  They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified. 

Reporting and Control 

This position reports directly to the VP, Programming. This position leads and supports programming functions across the following North American legal entities: Trip Mate, Inc., Generali Global Assistance, Inc. and GMMI, Inc.  

​Generali Global Assistance is an Equal Opportunity Employer M/F/Disability/Veteran 

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Generali Global Assistance is hiring a Remote Senior Data Architect

Job Summary:  

Hands-on technology and leadership role, responsible for the North America architecture of major enterprise data and analytics solutions. Position includes data architecture related to platform redevelopment, driving strategy, data design and documentation, institution of process, policy, and standards, heavy team collaboration. Critical to the growth, globalization, and consolidation of data across the global enterprise. Position operates in a global data and reporting organization collaborating with regional entities aligning architecture, data, and reporting solutions. Will drive North America data agenda with global entities ensuring alignment with strategic desires and business requirements of local business. This position reports directly into the VP of Travel Insurance Program.  

 

Principal Duties and Responsibilities: 

  • Design, create, and guide others in the effective management and support of enterprise data platforms in support of company strategic initiatives 

  • Drive architecture of data environment in support of application design and development, business analytics, reporting, and innovation 

  • Define and enforce standards for tooling, structure, and accessibility of data environment 

  • Collaborate with business, service, and enterprise architects to understand the implications of respective architectures on information architecture and maximize the value of information across the organization 

  • Provide mentorship and consultation to per IT and business partners 

  • Maintain a holistic view of information assets by creating and maintaining blueprints and documentation that illustrate how information is stored, processed, and accessed 

  • Performs third-party vendor assessments and develops and leads proof-of-concept projects 

  • Stays current with vendor product offerings and common and emerging data solutions in use across the industry; continuously learning new data technologies and introducing these into the organization 

  • Contribute to project delivery activities with heavy focus on design, engineering, and estimates during early project phases 

  • Partners with key stakeholders and peers to develop and maintain strategic technology and capability roadmaps 

Required / Desired Knowledge, Experiences and Skills: 

  • Skills & Knowledge 

  • Advance knowledge of established and emerging database technologies (Relational, NoSQL, Time Series, predictive analytics, data visualization, and unstructured data) 

  • Expert in information architecture development, information policy formation, information asset management, information modeling, and information taxonomy creation 

  • Deep knowledge of data modeling and design 

  • Working knowledge of usability design and data warehousing techniques 

  • Firm understanding of software development lifecycle (requirements, design, test, deployment, CI/CD) 

  • Expertise with big data solutions (Hadoop, Apache Storm, Cassandra) , business intelligence tools (Power BI, Tableau, SAS, SAP, etc), data consolidation and organization techniques in support of a highly analytical business  

  • Ability to measure and tune data environment performance 

  • Ability to work with internal business units and communicate regularly and effectively 

  • Ability to define reasonable expectations and deadlines for assigned tasks 

  • Ability to learn company technologies and contribute effectively 

  • Job Experience  

  • 10+ years of experience architecting enterprise data solutions 

  • Experience working with global and regional enterprise solutions with high availability and fault tolerance 

  • Expert in consultation, understanding and establishing strategic vision 

  • Expertise architecting and delivering end-to-end data solutions 

  • Expertise in architecting and developing data warehouse solutions, especially for enterprise reporting and analytics applications 

  • Expertise architecting and developing solutions in AWS, Azure, and cloud-based solutions 

  • Experience with SQL Server, Aurora RDS, DynamoDB 

  • Experience using Python and similar scripting technology 

  • Experience architecting and delivering Global data integration and ETL solutions 

  • Experience designing and developing performance-optimized data models 

  • Experience with BI & data analytics tools preferred 

  • Experience with Data Science and predictive analytics preferred 

  • Experience with HR and Finance applications preferred 

  • Experience with SAP financial reporting preferred 

  • Proficiency in data security 

  • Proficiency in data privacy 

  • Strong leadership skills 

Education/Certifications: 

  • B.S. or B.A. in the field of Computer Science, Management Information Systems, Business, or equivalent in the combination of education and professional experience  

 

Travel Requirements 

  • Travel up to 25% 

 

Physical Working Environment: 

While performing the duties of this job, the employee is required to stand; walk; sit for long periods of time; use of hands to grasp, handle, or feel; reach with hands and arms; finger dexterity; talk; hear.  The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.  The employee must frequently lift and/or move up to ten pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. 

 

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified. 

 

Reporting and Control 

This position reports directly to the VP of Travel Insurance Program. This position supports IT Programming functions across the following North American legal entities: CSA, Inc.; GMMI, Inc.; and, TripMate.  

 

 

Generali Global Assistance is an Equal Opportunity Employer M/F/Disability/Veteran 

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Generali Global Assistance is hiring a Remote Senior Financial Planning & Analysis Analyst

Job Summary:

The Senior FP&A Analyst will help develop annual budget and quarterly forecasts, build and analyze financial models, and partner on executive presentations.  The candidate must be able to project manage multiple initiatives, translate quantitative and qualitative concepts into financial models and metrics, and have ability to analyze all parts of the P&L. This position will interface with and support managers with planning and expense analysis. This position is based in our San Diego location and reports to the FP&A Manager. 

 

Principal Duties and Responsibilities:

Annual Budgeting and Quarterly Forecasting 

  • Assist stakeholders and business units in defining annual Revenue and Expense budgets 
  • Prepare budget presentation and supporting budget package 
  • Update annual budget with quarterly forecasts and provide variance analysis 
  • Maintain sales and expense budget/forecast models 

 

Monthly and Quarterly Reporting 

  • Provide monthly analysis and commentary on revenue. Maintain Sales database 
  • Prepare group P&L and report on variances  
  • Compile, analyze and distribute departmental expense files to key stake holders.  Maintain expense database 
  • Prepare Quarterly Presentation Data for executives 

 

Process Improvement 

  • Improve legacy financial models, create and modify queries in Bex Analyzer (SAP BW) and SAP Business Planning and Consolidation for group reporting 
  • Maintain and improve Profitability P&L 

 

Required / Desired Knowledge, Experiences and Skills:

  • 5-8 years of accounting experience 
  • Direct work experience in a financial planning and analysis role a plus 
  • Experience using SAP/BW/Hyperion/Oracle or other large automated accounting systems is required 
  • Advanced to expert level experience using Microsoft Office Suite (Excel, Access, PowerPoint, Word, Outlook) required 
  • Knowledge of SAP Bex Analyzer, SAP Business Planning and Consolidation, and Essbase a plus. SQL and VBA programming a plus 
  • Strong verbal and written communication skills 
  • Exceptional interpersonal and customer service skills 
  • Ability to multi-task 
  • Strong analytical/problem-solving and financial modeling skills 
  • Ability to pull and analyze data. Efficiently provide accurate, relevant and timely information and analysis. Ad-hoc tasks & analysis is a routine expectation of this role 
  • Ability to work independently with minimal supervision while performing a variety of complex and non-routine tasks 
  • Attention to detail and accuracy of data 
  • Interface effectively in a fast paced, dynamic environment with all levels of the organization 
  • Demonstrate judgment, tact and diplomacy in dealing with internal customers 
  • Possess initiative, enthusiasm, intellectual curiosity, and ability to perform as a team player 
  • Possess problem solving skills and be results oriented 
  • Must possess a strong work ethic 

 

Education/Certifications:

  • Bachelor degree in Accounting, Finance, Business, or a similar degree is required
  • Advanced degree preferred

 

Physical Working Environment:

 

While performing the duties of this job, the employee is required to stand; walk; sit for long periods of time; use of hands to grasp, handle, or feel; reach with hands and arms; finger dexterity; talk; hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

 

The above statements are intended to describe the general nature of work being performed by people assigned to this classification.  They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.

 

Generali Global Assistance is an Equal Opportunity Employer M/F/Disability/Veteran

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Generali Global Assistance is hiring a Remote IT Telemetry & Reporting Operations Analyst

Job Summary:

The IT Telemetry & Reporting Operations Analyst performs various functions, including providing support needed for effective and efficient day-to-day IT operations of core business applications. Provides support for business continuity of deliverables and guidance on advanced analytics techniques & methodologies. Is responsible for identifying and solving issues relating to the performance of the business applications & operations. Will be utilizing vast amounts of data and information that will be analyzed and reviewed with the cooperation of the business management and IT departments. This position reports directly to the VP, IT Governance and Service Management.

Principal Duties and Responsibilities:

  • Interpret and analyze data using advanced methods and manage reporting systems
  • Collect data using available technology systems
  • Implement and develop changes to IT infrastructure to collect required data
  • Evaluate database systems and ensure efficient operation
  • Recommend and carry out recommendations to improve IT systems capabilities
  • Work with data models, database development and design methods
  • Assist in the building of data analysis tools that can be used to effectively monitor technology risk and control effectiveness
  • Provide support to team management in the development of controls to mitigate technology risks on key initiatives
  • Verify and validate data and ETL processes to reconcile information within the data to ensure completeness and accuracy
  • Seek innovative alternatives and objectively challenges current methodologies by presenting new or creative solutions in driving process and data improvements
  • Create and analyze recurring and ad-hoc reports and models for the purpose of data driven decision-making
  • Creates reports for senior/executive management that will highlight systems performance
  • Ability to extract and analyze information and develop solutions to complex problems
  • Maintain systems documentation and updates as changes occur
  • Preserves and enhances job knowledge by reading professional publications; participating in educational opportunities; maintaining professional networks; participating in professional organizations
  • In addition to the accountabilities above, other responsibilities, tasks, and deliverables may be assigned to the incumbent of this position

Required / Desired Knowledge,

  • Must be authorized to work in the US for any employer
  • Strong interpersonal and communication skills and ability to operate in a team environment
  • Must have excellent analytical skills, as well as broad knowledge of the technology industry
  • Strong knowledge and/or experience with database management, SQL and ETL frameworks
  • Fluency in developing queries, report writing and presenting findings
  • Strong knowledge of and experience with reporting packages (such as Power BI, Business Objects, Crystal Reports, and others)
  • Strong comprehension to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy 
  • Should have good understanding of systems architectural concepts and methodologies; infrastructure platforms and their application; business processes, process analysis/management, and IT requirements and IT managed services
  • Attention to detail is a must

 

Experiences and Skills:

  • 2+ years of analytical and development experience in simple to complex reporting applications required
  • 1+ years of work experience in data analysis, data reporting, and data validation preferred

 

Education/Certifications:

  • Bachelor's Degree in Computer Science, Computer Engineering, Information Technology, or related field

 

Physical Working Environment:

While performing the duties of this job, the employee is required to stand; walk; sit for long periods of time; use of hands to grasp, handle, or feel; reach with hands and arms; finger dexterity; talk; hear.  The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.  The employee must frequently lift and/or move up to ten pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

 

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.

Reporting and Control

This position reports directly to theVP, IT Governance and Service Management.This position supports IT Governance & Service Management functions across the following North American legal entities: GMMI, Inc.,CSA, Inc., TripMate, and Iris.

 

 

Generali Global Assistanceis an Equal Opportunity Employer M/F/Disability/Veteran

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Generali Global Assistance is hiring a Remote Identity & Access Management Engineer

Job Summary:

We are looking for an Identity & Access Management Engineer – RBAC to join our Infrastructure team. Acting as a key facilitator and driver, working closely with internal business stakeholders, program and project leads, architects, and developers, this person will ensure business requirements are translated into technical documentation and other relevant artifacts for development teams to deliver against. As an integral member of the infrastructure team, the IAM engineer is responsible for making sure employees/non-employees are only allowed to access information necessary to effectively perform their job duties. This person will help the infrastructure team to help troubleshoot issues while working with the business to improve the solutions and associated processes for continuous improvements. As the program grows, this role will work with the team and partner with the business to enhance rules and roles to improve the automation of the Joiner/Mover/Leaver processes and associated access and certification reviews. This position reports directly into the IT Infrastructure Manager.

Principal Duties and Responsibilities:

  • Identify and document Segregation of Duties scenarios and compose applicable access control roles.
  • Act as a leader for change and process improvement.
  • Implement Role Based Access Controls (RBAC), including analytical role mining and entitlement analysis.
  • Ensure that data ownership and responsibilities are established for each authorization boundary, to include accountability, access rights, and special handling.
  • Automate or streamline existing processes and workflows.
  • Work with IAM team and corporate stakeholders to design self-service capabilities in RBAC administration.
  • Define, validate, and maintain user access roles.
  • Analyze user access roles and processes to independently assess compliance with defined standards.
  • Partner with IAM Managed Services Vendor to ensure roles and rules are built appropriately as designed to meet requirements and compliance needs.
  • Assist and support periodic internal and external IT audit and SOX audits.
  • Regularly review and maintain documentation to ensure it reflects current processes and procedures and identifies opportunities for process improvement • Participate in projects and initiatives in support of regulatory, audit and IAM directives when called upon.
  • Collate statistical data as requested in support of Operational and Performance metrics/measurements.
  • Ensure security configurations and parameters are set appropriately and in compliance per policy and/or standards.
  • Assist as required to remediate operational roadblocks.
  • Make sound decisions in addressing end-user access and other security related issues.
  • Recommend improvements to address security issues or gaps.
  • Develop, participate and document standard operating procedures.
  • Facilitate business process design as it relates to managing identities and access privileges such as architecture, delegated administration models, work flow models, and access control models.
     

Required / Desired Knowledge, Experiences and Skills:

  • 10 years or more years of progressive experience with IAM or ITIL processes
  • 5+ years designing Role and Attribute based access controls
  • Cyber professional with a minimum of 3 years business and systems analysis experience with customer relationship focus
  • 2+ years understanding governance and audit impacts of Identity and Access Management, such as running audit related access certification reviews
  • Must have hands-on experience/worked in a highly regulated environment
  • Prior experience working with Identity Governance and Administration solutions
  • Strong understanding of the full lifecycle of workforce identity lifecycle processes, including; joiner, mover, leaver, access request, access certification
  • As a plus, experience with: IGA Products (i.e. Gemalto, CyberArk, Thycotic, OIM, SailPoint IdentityIQ, or RSA IGA)
  • Access Management Products (CA SiteMinder, AAD/ADFS, or other)
  • Operating Environments (Azure, Microsoft ActiveDirectory, Oracle, UNIX, or Mainframe)
  • Privileged Access tools (Multi-factor authentication, Cyberark, )
  • Working knowledge of relevant SOX controls and demonstrated ability to effectively execute associated deliverable
  • Functional areas and work experience should include; fine-grained access control, policy driven security, Identity Governance, Access Management, and Privileged access management, user provisioning/de-provisioning, and federation
  • Experience with onshore/offshore model and managed services
  • Knowledge and proficiency in business process optimization
  • Knowledge and proficiency in software test planning and execution
  • Knowledge and proficiency in troubleshooting application problems or issues (from a functional perspective)
  • Experience with programming or scripting languages and/or Excel for data analysis and manipulation
  • Proven ability to learn new business domains and technical applications
  • Strong technical, conceptualization, analytic, and communication skills including the ability to facilitate interactive sessions with business/functional personnel
  • Ability to work effectively in teams, including instances where teams span multiple business units, locations or countries
  • Motivated, self-directed and able to prioritize
  • Ability to build strong relationships with project teams and other stakeholders
  • Excellent written and verbal communication skills as well as a desire to research and build knowledge about the products, services and technologies
  • Fluent in English

 

Education/Certifications:

  • BA/BS degree in Computer Science, Engineering or a closely related IT field

Physical Working Environment:

While performing the duties of this job, the employee is required to stand; walk; sit for long periods of time; use of hands to grasp, handle, or feel; reach with hands and arms; finger dexterity; talk; hear.  The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.  The employee must frequently lift and/or move up to ten pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.

Reporting and Control

This position reports directly to the IT Infrastructure Manager. This position supports IT Infrastructure functions across the following North American legal entities: CSA, Inc.; GMMI, Inc.; Iris; and, TripMate.

Generali Global Assistanceis an Equal Opportunity Employer M/F/Disability/Veteran

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Generali Global Assistance is hiring a Remote Business Continuance & Disaster Recovery Engineer

Job Summary:

The Business Continuity/Disaster Recovery (BC/DR) Engineer oversees and manages the design, implementation, and communication of business continuance and disaster recovery plans and processes that ensure the security and integrity of company data, databases, information systems, and technology. Direct leadership of both internal and contractor team members will be part of your daily focus. This includes designing, implementing, testing, and analyzing new and existing continuance and disaster recovery programs. This position will require a close collaboration with external partners ensuring proper 24/7 support, SLA guidelines and roadmap strategy is in place in a proactive approach. Daily requirements for this position are working with business partners, business analysts and project managers to define and validate BC/DR specifications and requirements, to propose best solution to address the needs, and to design, document, and modify these specifications in a continuance improvement approach.This position reports directly into the VP, IT Governance and Service Management.

Principal Duties and Responsibilities:

  • Conducts risk analysis to identify critical operations and systems that are core to continued business operations in the event of a disruption.
  • Ensure BCPDR framework remains modern and applicable to organization’s changing company operations and risk profiles
  • Manages the contracts with required vendors for off-site and other resources required for businesscontinuityand recovery
  • Develops and deploys training, documentation, and communication of disaster procedures to the organization
  • Develops service level recovery standards and agreements with vendors
  • Maintain compliance with all standards, regulations, and requirements
  • Assist in the creation of reports for different levels of leadership, covering aspects of BCP and DR
  • Ability to manage subordinate staff in the day-to-day performance of their jobs. True first level manager
  • Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions
  • Deliver on-call support for any emergency which may necessitate activation of all or part of organizational continuity and recovery action strategies

Required / Desired Knowledge,

  • Must be authorized to work in the US for any employer
  • Ability to present projects, policies and/ or results to senior leadership
  • Experience leading an effort to design, implement and test a BCP and DR plan
  • Ability to act as a liaison between IT and the business, to understand the needs of the business and translate to IT
  • Experience with Azure, AWS or GCP-built environments, SaaS provider architecture, and cloud-based disaster recovery methodology
  • Outstanding communicator and writer; experience with drafting project plans across multiple stakeholders, holding teams accountable to their deliverables, and producing final reports
  • Ability to risk rank multiple high priority items and advocate successfully for technical and business teams
  • Comfortable working in a fast-paced environment while still meeting deliverables
  • Strong understanding and demonstrated experience in the areas of Continuous Improvement, Operational Excellence, Lean principles, statistics, and data analysis
  • Familiar with project management tools and software (IE: MS Project, MS Office, MS Visio, SharePoint, Jira)
  • Excellent analytical and problem-solving capability
  • Ability to influence colleagues and communicate effectively across all levels of the organization
  • Ability to manage multiple projects and work effectively under time constraints as necessary
  • Excellent verbal, written and relationship skills used to interact with a group of technical and non-technical people
  • Attention to detail is a must

Experiences and Skills:

  • 2+ years in a leadership role
  • 4+ years in a senior level technical role
  • 5+ years of Project Management skills with emphasis in the build and design of a complex global IT Disaster Recovery Program

Education/Certifications:

  • Bachelor's Degree in Computer Science, Computer Engineering, or an equivalent degree with applicable experience

Physical Working Environment:

While performing the duties of this job, the employee is required to stand; walk; sit for long periods of time; use of hands to grasp, handle, or feel; reach with hands and arms; finger dexterity; talk; hear.  The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.  The employee must frequently lift and/or move up to ten pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.

Reporting and Control

This position reports directly to theVP, IT Governance and Service Management.This position supports IT Governance & Service Management functions across the following North American legal entities: GMMI, Inc.,CSA, Inc., TripMate, and Iris.

 

Generali Global Assistanceis an Equal Opportunity Employer M/F/Disability/Veteran

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Generali Global Assistance is hiring a Remote IT Service Management Associate

Job Summary:

The IT Service Associate will provide the support of the IT Service Management capability for Service Management for Incident, Problem, Change, Release, Configuration Management, delivering successful outcomes that enables the department to achieve its corporate and operational objectives, ensuring IT governance and controls are followed. This position will require a close collaboration with both internal and external partners ensuring proper 24/7 support, SLA guidelines are in place in a proactive approach. Daily requirements for this position are working/interacting with business partners to provide service support needs. Participate in supporting service management team needs in a continuance improvement approach. This position reports directly into the VP, IT Governance and Service Management.

Principal Duties and Responsibilities:

  • Assists the IT Service Team who serves all Generali Global Assistance (GGA) with technical related issues and basic troubleshooting
  • Participates in the day-to-day operations of the IT Service Management Team; acts as the initial (Tier 1 or Tier 2) information resource and problem solver and addresses issue escalations
  • Reports to the IT Service Management Manager or lead, works with the service management team on any projects as directed
  • Works collectively with day, night, and overnight staff to accomplish daily, weekly, and monthly tasks, roll-out current initiatives, as well as planning for future initiatives
  • Researches and resolves issues, interacting with multiple systems and departments
  • Must be able to work a flexible schedule including early mornings, nights, weekends, and holidays as required
  • Be on call and available when scheduled to assist with outages and/or issues that need to be reported immediately
  • Manage and address Service Issues and resolutions by being familiar with reported cases, tickets, status of resolution and escalations
  • Participate in incident or problem root cause investigations, driving the implementation of corrective and preventative measures across all application teams, and ensuring all Critical & High incidents are resolved and documented
  • Other duties as delegated by the IT Service Management Manager or Lead

Required / Desired Knowledge,

  • Must be authorized to work in the US for any employer
  • Excellent verbal, written and relationship skills used to interact with a group of technical and non-technical people
  • Analytical and problem-solving capability
  • Comfortable working in a fast-paced environment while still meeting deliverables
  • Attention to detail is a must

Experiences and Skills:

  • 1+ years or experience in IT service maintenance and support

Education/Certifications:

  • Bachelor or Associate Degree in Computer Science, Computer Engineering, or an equivalent degree with applicable or equivalent experience

Physical Working Environment:

While performing the duties of this job, the employee is required to stand; walk; sit for long periods of time; use of hands to grasp, handle, or feel; reach with hands and arms; finger dexterity; talk; hear.  The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.  The employee must frequently lift and/or move up to ten pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.

Reporting and Control

This position reports directly to theVP, IT Governance and Service Management.This position supports IT Governance & Service Management functions across the following North American legal entities: GMMI, Inc.,CSA, Inc., TripMate, and Iris.

 

 

Generali Global Assistanceis an Equal Opportunity Employer M/F/Disability/Veteran

See more jobs at Generali Global Assistance

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