ICW Group · 1 day ago
IT Service Management (ITSM) Service Delivery Specialist
San Diego, CA
Full-time
Onsite
Mid, Senior Level
$106K/yr - $189K/yr
7+ years expICW Group is a company with over 50 years of experience in the insurance industry, seeking a professional to enhance their IT service management processes. The ITSM Service Delivery Specialist will ensure seamless service delivery and continuous improvement while collaborating with stakeholders and mentoring team members.
Financial ServicesInsurance
No H1B
Responsibilities
Design, enhance, and maintain ServiceNow modules including Request Management, Service Catalog, CMDB, Asset Management, Event Management, Employee Center, Virtual Agent, and Software Asset Management
Maintain and improve the ServiceNow Employee Center. Create intuitive, user-friendly experiences that enable self-service and streamline fulfillment of workflows
Collaborate with stakeholders to gather requirements, document workflows, and design scalable ServiceNow solutions that align with business needs
Design and optimize workflows for Request Fulfillment, Employee Center, Service Catalog, ServiceNow-Workday integration & other continuous improvement initiatives
Lead Workday–ServiceNow integration and other system integrations to streamline HR and IT processes
Ensure compliance with ITIL best practices and organizational standards
Collaborate with business units to understand needs and deliver tailored ITSM solutions
Provide training and support for ServiceNow functionalities and ITSM processes
Serve as a key liaison between technical teams and business stakeholders, ensuring clarity, alignment, and timely updates on project and service delivery outcomes
Identify automation and optimization opportunities within ITSM processes to improve service quality, reduce operational effort and enhance user satisfaction
Leverage a deep understanding of the ServiceNow platform to recommend best practices, identify improvement opportunities, and support integrations across ITSM modules
Implement and manage SLA/KPI tracking, ServiceNow analytics, service mapping, discovery, and service workflows
Monitor service performance, manage SLAs, and drive continuous improvement initiatives
Develop automation strategies to improve efficiency and reduce manual effort
Qualification
Required
Bachelor's degree in computer science, management information systems, engineering, or related field
Minimum 7-8 years of experience in ITSM, ServiceNow, and IT operations roles
Experience designing and successfully implementing a ServiceNow Request Management and Employee Center
Experience successfully implementing a ServiceNow-Workday integration and other enterprise system integrations
Expertise in Request Management, Service Catalog, CMDB, Event Management, SLA Management, Known Error
Experience in Database, Knowledge Management, Asset Management, Software Asset Management
Experience in requirement gathering, workflow design, and process optimization
Experience preparing and conducting ITSM process training and ServiceNow demos
Excellent analytical, problem-solving, and communication skills
ServiceNow certification (CSA, CIS, SAM PRO, HRSD)
ITIL V4 certification
ServiceNow
Jira
Workday
Preferred
Experience with Agile methodologies, Scrum, Kanban, and project management practices
Strong understanding of data governance and compliance requirements
Understanding of automation
Benefits
Generous medical, dental, and vision plans
401K retirement plans and company match
Bonus potential for all positions
Paid Time Off
Paid holidays throughout the calendar year
We’ll support you 100%
Company
ICW Group
ICW Group Insurance Companies is a top-tier, national, multi-line Property & Casualty insurance company, providing comprehensive coverage to safeguard our customers’ world.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Rob deViere
Vice President, Head of Distribution & Marketing
Iva Yuan
Chief Actuary, Head of Reserving, Pricing and Product
Recent News
2025-10-09
Company data provided by crunchbase