IT Service Management Analyst II

Amerisure creates exceptional value for its partners, policyholders, and employees. As a property and casualty insurance company, Amerisure’s promise to our partner agencies and policyholders begins with a comprehensive line of insurance products designed to protect businesses, as well as the health and safety of every employee. With an A.M. Best “A” (Excellent) rating, Amerisure serves mid-sized commercial enterprises focused in construction, manufacturing and healthcare. Ranked as one of the top 100 Property & Casualty companies in the United States, we proudly manage nearly $1 Billion of Direct Written Premium and maintain $1.21 billion in surplus.

We are recruiting for a Service Management Analyst II to join our team.  This is a hybrid position working out of our Farmington Hill, MI office 3 days a week and 2 from home.    

Position Summary:

The IT Service Management (ITSM) Analyst II supports the day-to-day administration and continual improvement of the organization’s ITSM platform and Configuration Management Database. This role helps maintain consistent ITIL-aligned practices across Incident, Request, Problem, and Change Management, while supporting ITSM reporting, knowledge management, service catalog maintenance, and process documentation. The role works with IT teams and business stakeholders to improve service delivery, maintain accurate service management data, and support practical automation opportunities within established standards and guidance.

Responsibilities:

• Support configuration, maintenance, and improvement of the organization’s ITSM platform, including workflow updates, business rules, SLA policies, and standard reporting.

• Support CMDB maintenance activities, including asset data updates, data validation, and basic relationship mapping in Device42 or a similar tool.

• Support Change Management reviews and approvals by helping ensure changes are documented, assessed, communicated, and tracked according to established procedures.

• Assist with Problem Management activities, including root cause documentation, trend analysis, and tracking corrective actions to reduce recurring incidents.

• Monitor Incident and Request Management processes, track SLA/OLA performance, and help coordinate timely resolution and escalation.

• Support ITIL-based ITSM practices by helping maintain process documentation, standards, and procedures across the service lifecycle.

• Author, review, and maintain knowledge base (KB) articles for IT staff and end users as part of the knowledge management program.

• Identify continual service improvement opportunities and recommend practical ways to reduce manual effort, improve data quality, and strengthen process consistency.

• Create and maintain standard ITSM reports and dashboards, including SLA compliance, ticket volume and trends, backlog, and CMDB data quality metrics.

• Work with IT and business stakeholders to document needs, communicate process updates, and support adoption of ITSM practices.

• Assist with AI-enabled ITSM improvement efforts, such as ticket categorization, knowledge article drafting, incident summarization, and workflow recommendations, under guidance from Platform Engineering or senior team members.

• Support IT Asset Management activities, including hardware and software asset tracking, basic reconciliation, and alignment with CMDB records.

• Assist with Major Incident Management activities by capturing timelines, documenting updates, tracking action items, and supporting communications under the direction of the incident commander.

• Maintain the ITSM Service Catalog by updating service offerings, request forms, and approval workflows based on approved changes.

• Support ITSM vendor and license administration activities, including tracking licenses and escalating platform issues as needed.

• Support defined ITSM performance targets, including SLA adherence, mean time to resolve, customer satisfaction, and ticket backlog, by tracking progress and preparing regular updates for leadership review.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.

• 3 years of experience in IT service management, IT operations, or a related technology support environment.

• Familiarity with Incident, Request, Problem, and Change Management practices.

• Experience using or supporting an ITSM platform such as Freshservice, ServiceNow, Jira Service Management, or a similar tool.

• Ability to support ITSM platform configuration or administration activities, including forms, workflows, SLA rules, reports, and knowledge articles.

• Understanding of CMDB, asset management, knowledge management, and service catalog concepts.

• Experience creating or maintaining reports, dashboards, procedures, and process documentation.

• Strong written and verbal communication skills, including the ability to document processes and communicate clearly with technical and non-technical stakeholders.

• Strong organizational skills, including the ability to manage multiple priorities, follow through on assignments, and meet deadlines.

• Strong analytical and problem-solving skills, with the ability to identify trends and recommend practical improvements.

• Ability to support small to medium process improvement efforts, including documentation, coordination, testing, and follow-up.

• ITIL 4 Foundation certification preferred.

• Freshservice administration experience preferred.

• Device42 or other CMDB/IT asset discovery tool experience preferred.

• Foundational cloud certification or cloud support experience preferred.

• Exposure to AI-enabled service management, workflow automation, or AIOps capabilities preferred.

• Awareness of compliance and audit requirements relevant to change and configuration management preferred.

#LI-CR1

Just as we are committed to creating exceptional value for our Partners For Success® agencies and policyholders, Amerisure also remains committed to being an employer of choice. We reinforce this commitment by adhering to an Employee Value Proposition that, in part, is provided through a competitive total rewards package. This package includes competitive base pay, performance-based incentive pay, comprehensive health and welfare benefits, a 401(k) savings plan with profit sharing, and generous paid time off programs. We also offer flexible work arrangements to promote work-life balance. Recognized as one of the Best and Brightest® Companies to Work For in the Nation and one of Business Insurance magazine’s Best Places to Work in Insurance, we provide a workplace that fosters excellence and professional growth. If you are looking for a collaborative and rewarding career, Amerisure is looking for you.

Amerisure Mutual Insurance Company is an Equal Employment Opportunity employer.  Amerisure provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (to include sexual orientation and gender identity), national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable federal, state, or local laws. Amerisure complies with all applicable laws governing nondiscrimination in employment in all locations where the company operates.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.   Amerisure prohibits harassment or discrimination of any kind and is committed to maintaining a workplace free from unlawful harassment or discrimination. Amerisure prohibits retaliation against anyone who reports discrimination, participates in an investigation, or opposes unlawful practices. Any improper interference with an employee’s ability to perform their job duties may result in disciplinary action, up to and including termination.