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Service Request Management Senior | Hybrid

Job Level:  Professional
Location: 

Minneapolis, MN, US, 55416-1297

Available until:  01/01/9999
Area of Expertise:  IT & Tech Engineering
Unit:  Allianz US Life
Employing Entity:  Allianz Life Insurance Company
Job Type:  Full-Time
Remote Job:  Not applicable
Employment Type:  Permanent
ID:  14642

 

At Allianz Life, we are driven by our mission – we secure your future – and by our common goal of caring for tomorrow. We care for our employees by promoting an inclusive culture where everyone has the opportunity to grow and be rewarded for their success. We care for our customers by creating new products that help them protect their families and pursue their retirement goals. We care for our community by giving time, resources, and donations. And we care for the future by supporting sustainability, protecting the local environment, and promoting societal equity.

 

What you do:

 

Responsible for overseeing the life-cycle of all IT Service Requests by ensuring overall quality of fulfillment and confirming customer's IT needs have been met. This role acts as a liaison between business partners and IT to fulfill service requests and serves as a SME on projects, as needed.

 

A successful candidate will have background in:

 

  • Customer Support: Work with internal customers and vendor partners to identify, research and resolve individual service requests that meet/exceed clients' needs based on established
  • SLAs, including Hardware/Software requests, Access, Telecom, process solutions , on-boarding activities, account creations, equipment requests
  • Provide overall request coordination: Assign tickets, reassign service requests, balance schedule of work for technicians; meet or exceed role specific standards
  • Manage and maintain documentation and workflow processes
  • Additional duties/projects as assigned, including but not limited to: monthly performance reporting, update SOPs, company Intranet, and team site

 

What you bring:

 

  • 2-3 years of experience required: Remedy and/or Service Now;

            IMAC coordination, service request management or service desk

 

Education:

 

  • Four-year degree required: Or equivalent work experience

 

At Allianz Life, we’re proud to provide a benefits package that supports the True Balance of our employees and their families. We offer a choice of comprehensive medical and dental plan options, a generous time off plan and an outstanding 401(k) company match. Plus, our employees enjoy an award-winning campus with an array of discounted amenities, including an onsite health center, child development center, fitness facility, convenience store and two cafeterias. Our employees and leaders take an active role in shaping our culture through our Employee Resource Groups, whose activities and advocacy contribute to an environment that welcomes, includes and celebrates diversity. Our generous benefits, campus amenities and inclusive, engaged culture are among the many reasons we’re routinely recognized as a top workplace employer.